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This RT user of ours used a different open source ticketing system
before. That system allows modifications to the "Summary" (almost
equivalent to the email Subject:), "Note" and "Description". With this
feature the user found it easy to update a ticket for future search
without sifting through all the comments. I believe the system logs
the modifications so we know which user touched the Summary I guess.
But I don't believe it records exactly what changes were made so this
still isn't good enough for auditing purpose...<br>
<br>
Will modifying the email subject line for a RT ticket break all the
links (data, attachments, etc...)? Just curious... <br>
<br>
Thanks,<br>
<br>
Alan<br>
<br>
stretchoutandwait wrote:
<blockquote
cite="mid:6fafefb40809030819s38ec16ex141b6da5a4f266cf@mail.gmail.com"
type="cite">
<div dir="ltr">On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng <span
dir="ltr"><<a moz-do-not-send="true" href="mailto:chenga@ias.edu">chenga@ias.edu</a>></span>
wrote:<br>
<div class="gmail_quote">
<blockquote class="gmail_quote"
style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">Dear
all,<br>
<br>
Is there a way to edit a comment or reply once it's in a ticket? I<br>
understand we can always add another comment but I am just wondering...<br>
Are there any specific reasons why we shouldn't have this "feature"?<br>
One of our RT users is asking this question and I would like to see if<br>
RT community has any suggestions. Or is there a third-party<br>
contribution for this feature? I did a quick search but no match came
up.<br>
<br>
Thanks,<br>
<br>
Alan</blockquote>
<div><br>
Sorry, but I've gotta ask: without disturbing this list's fitness for
family viewing, what found its way into your RT instance that shouldn't
have?<br>
<br>
As Helmuth and Tim wrote, the audit trail should not be compromised.<br>
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</blockquote>
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