Edit ticket comments
We would like the ability to edit a ticket comment. This is not an option in the security groups. This seems like a simple request in the event someone has a typo or simply needs to make a change.
For now comments are going to remain read only. You can delete/re-add as a workaround.
This solves a lot of problems about people getting one thing in an email/notification, then seeing another thing in the ticket.
Mike Hurt (Director, Dymin Systems) commented
I agree with other commentors, this should still be possible. Cameron is right with an easy solution to mark "edited" and it should have an admin-view of the history.
Deleting and re-adding notes is not a good solution because you also cannot edit time stamps to put the note at an earlier date, which throws the whole flow of notes in the ticket off.
Support - Bentech Computers commented
We want to have one Comment which covers the progress of the job - maybe if the comment is Internal (private) it is editable? and can then be changed to Public/email/whatever once the job is finished.
All it would take to manage your concern about changes being made between an email and a later ticket would be to include an (edited) flag, and maybe only allow admins to make/authorise the edits. This would prevent intentional misuse by staff, and allow admins at least to correct mistakes in spelling or other genuine mistakes without needing to remove and remake all other comments after it in order to correct the spelling of something if it isn't noticed immediately and other notes are added after it.
Please consider this.
Yes I agree, there should be a edit comment option instead of only the delete option. I've noticed a number of times a mistake in my comment and then I have to delete it and retype it and then a new time stamp is added and throws the entire ticket out of whack. Be nice to be able to edit the original comment without having the disrupt the original time stamp.
This should be an easy one. We typically have several notes, comments, updates etc. on most of our tickets. It would be nice to not have to scroll through a bunch of comments to get the whole story about a job. I would say let us edit comments that don't get emailed until ticket is resolved.