[rt-users] Modifying Comments or Replies

[gordon at cryologic.com]

Hi,

I understand why a Ticket History is immutable and this is very 
important to us for auditing/security reasons.

However, Comments are often entered incorrectly or sometimes into the 
wrong tickets and can confuse issues even if a subsequent comment 
corrects the first.

I would like to have the best of both worlds where History is recorded 
but comments can be changed.

Is it not possible to treat the comments in the same way custom fields 
are, ie the data in the custom field changes but a record is kept of the 
change?

This would require a slightly different layout with comments listed 
separately under the ticket fields and a full history at the bottom of 
the ticket or elsewhere (we currently do this already, listing only 
comments on the ticket page and list the full history if the history 
link is selected).

Gordon