[rt-users] screendumps, searching and editing

[Raed El-Hames]

Tim;

Tim Bonnell wrote:
>
>  
>
> Searchable body. I used RT to log customers problem requests, and 
> document the solution. I would include code snippets, error logs etc, 
> and would need to be able to search for these pieces in future call 
> requests.
>  
>
You can search for anything in RT, including content searching from 
within the Query Builder (Tickets link) page.

> Screen Dumps.I support a complex business application and encourage 
> the users to include a screen dump with a problem request. I would 
> also like to include screen dumps of the solution that were used.
>
You can upload attachments to tickets , screen dumps will be 
attachments? or am I missing something.

>  
>
> Editable body text. I agree with the general principle that each stage 
> of progress should not be changed, however on occasion during 
> providing a solution, you may type a code snippet incorrectly. I need 
> a way of changing incorrect information. 
>
Considering that most probably updates will be emailed out to 
individuals, you do not want the ticket text to be different to the 
email sent , (ie if you do update , update emailed out, you then edit 
that update , someone later login and view the ticket and notice the 
update text is different to what they've received)  .. in case you want 
to correct information I would recommend you do another update with the 
correction (which is a more accurate change control process).
Saying that I do remember someone done a plugin/code to allow editing 
update .. search the mailing list.


Regards;
Roy