Is it possible to remove the "Customer Entry" option within an incident?
Incidents, Workspace permissions
Oracle Service Cloud, November 2011 and newer releases
It is possible to hide the 'Customer Entry' option by editing the Permissions in the options of the Rich Text Incident Thread control on the workspace.
Open associated incident workspace
Click within the Messages tab of the workspace
Click on the Permissions button located on the Design tab
Unselect "Allow adding Customer Entries"
Save the workspace
For more information on workspace properties options, refer to online documentation link that gives further details Workspace Options Properties.
These permissions are only affected for the staff accounts using the specific workspace, and do not affect actions performed by workflow or script rule.