[rt-users] editing tickets (comments and replies) - I know theanswer, but dont understand why...

[Ruslan Zakirov]

On 1/3/06, Stephen Turner <sturner at mit.edu> wrote:
> At Monday 1/2/2006 11:55 PM, Scott Courtney wrote:
>
> >  I don't think the editing function is as important to
> >most of us as deletion, again because of the spam problem. I really don't
> >want my database clogged with advertising.
> >
> >Scott
>
> With spam, you're talking about deleting whole tickets rather than
> individual transactions, so it's a different issue.
>
> Re. deleting transactions, a Delete method did appear in the Transaction
> API somewhere in the 3.4 series (I think) and I've used it successfully,
> although there's no UI control to invoke it (yet?).
No, there is no UI control and really each object in RT has Delete
method. In some classes this method delete also dependencies, but in
other could leave stale data in DB. I didn't check that method in RT,
but I do know that with transaction you want delete at least all
attachments, attributes and custom field values tied to the txn.

>
> The ability to edit history was requested by our Help Desk - to do things
> like clean up tickets (remove large amounts of re-quoted emails etc.). We
> shied away from doing this, because it seemed it would be a fairly
> fundamental change and the ramifications of making history editable could
> not easily be determined. I did find a piece of code with a comment
> something like "history does not change so we can do this caching here to
> improve performance" - the comment led me to believe that implementing
> editable history would break this caching and hurt performance. And it also
> made me wonder how many other pieces of code relied on the
> history-not-editable assumption but are perhaps not so explicitly
> commented. Basically, we were afraid that without spending a long time in
> the code, it might really mess things up to make history editable.
>
> To Duncan - thanks for bringing this up for debate, it's an interesting topic.
>
> Steve
>
>
>
>
>


--
Best regards, Ruslan.