We have RT set so comments aren’t visible to customers, but the odd time the
support staff will add a correspondence rather than comment.
…though the email may go out, we’d like the ability to toggle that
Transaction from “Correspond” to “Comment”.
I know other systems have “make private” toggles on the transaction history,
but I don’t see that option in RT
On the same subject, sometimes support staff forward and email or reply to
the wrong ticket…so I’d like to be able to move a transaction from one
ticket to another.
Has anyone developed an extension for this?..
So far it has been a manual DB update of the “Transactions” table…I update
the transaction changing the ObjectId (to switch tickets) or the Type (to
switch from correspond to comment).