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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
