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At the risk of Biting...<br>
<br>
I support the "NO" basis, even though I regularly go "Doh... if only I
could edit that..." . Management used to complain a bit.. but theres a
simple solution: Tell them its just like an Accounting System: No
Deletion, Only Adjustments. As soon as they see the parrallels between
a ticketing system used to track events and maintain an 'audit trail'
and their 'oh so precious' Accounting system that essentially behaves
the same in this regard its all good.<br>
<br>
And why is it important ? Because RT provides full audit trails, and
other things which are very handy from a legal perspective. More than
once I've dagged tickets and their entire comment history out and
managed to 'head someone off at the pass' purely with the data that can
be provided and can be provided "as presented" with no possibility of
it having been altered.<br>
<br>
The moment you add the 'concept' even of being able to edit 'inplace'
tickets, it breaks the whole potnetial integrity of the historical
accuracy of the tickets - How can you prove that was the original
ticket and not an altered/doctored version if any old person could edit
it?<br>
<br>
This is why, like with accounting, nothing is ever "deleted".. even
monumental stuff ups... They just get "adjusted".<br>
<br>
I guess it also comes down to use. I use RT for tracking user support
queries, processing some tasks, and tracking some orders between
vendors. For this reason, I dont want it to be ABLE to be altered.<br>
<br>
Maybe if you understand the full ramifications and potential impacts
and pitfalls of having editable tickets, and see it as no issue for
yourself, then go for it, and implement it yourself. Its not that
difficult - in fact I think there is some contrib patches floating
around to enable you to do what you want.<br>
<br>
Thats my whole $0.02 worth<br>
<br>
Adrian<br>
<br>
Duncan Shannon wrote:
<blockquote
cite="mid2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com"
type="cite">
<meta http-equiv="Content-Type" content="text/html; ">
<div><font color="#000000" face="Arial" size="2">Hi-</font></div>
<div><br>
I'd like to discuss why RT doesnt allow for editing the the comments
and correspondance for any give ticket.</div>
<div> </div>
<div>I searched thru the archives, and there are a couple threads
that when people ask if you can, the answer is one of two things:</div>
<div> </div>
<div>1) No.</div>
<div> </div>
<div>2) No, its against the "philosophy" or RT3 (or Ticketing
Systems).</div>
<div> </div>
<div>Is anyone up for a discussion on why the answers are that way? I
feel that the capability should be there, and should be a permissions
setting.</div>
<div> </div>
<div>I dont see any reason why the editing of ticket comments or
correspondance shouldnt be a feature of RT (or ticketing systems). </div>
<div> </div>
<div>Done right, it can be a very good thing. It can provide:</div>
<div> </div>
<div>* cleaning up of tickets for readability</div>
<div>* condensing tickets to take out any fluff</div>
<div>* removing of mistakes (oops, i replied to the wrong ticket kind
of thing)</div>
<div> </div>
<div>Sure, I get that it could be used for evil, but so could other
parts of the system.</div>
<div> </div>
<div>So, i know that the archives say the answer is NO, but i'd like
to challenge that and see if anyone will bite and debate it.</div>
<div> </div>
<div>duncan</div>
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Adrian Carter
Technical Manager
Leading Edge Internet
Web <a class="moz-txt-link-freetext" href="http://www.lei.net.au">http://www.lei.net.au</a> <a
class="moz-txt-link-freetext" href="http://support.lei.net.au">http://support.lei.net.au</a>
Direct +61 2 6163 6162 Support 1 300 662 415
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href="mailto:cartera@lei.net.au">cartera@lei.net.au</a>
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<br>
<pre class="moz-signature" cols="72">--
Adrian Carter
Technical Manager
Leading Edge Internet
Web <a class="moz-txt-link-freetext" href="http://www.lei.net.au">http://www.lei.net.au</a> <a
class="moz-txt-link-freetext" href="http://support.lei.net.au">http://support.lei.net.au</a>
Direct +61 2 6163 6162 Support 1 300 662 415
E-mail <a class="moz-txt-link-abbreviated"
href="mailto:cartera@lei.net.au">cartera@lei.net.au</a>
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