Editing Comments or Replies

Dear all,

Is there a way to edit a comment or reply once it’s in a ticket? I
understand we can always add another comment but I am just wondering…
Are there any specific reasons why we shouldn’t have this “feature”?
One of our RT users is asking this question and I would like to see if
RT community has any suggestions. Or is there a third-party
contribution for this feature? I did a quick search but no match came up.

Thanks,

Alan

From an auditing/security perspective why would you ever want to edit
something?

Think of it like this: You can’t rewrite history

*contrary to what Doc & Marty say :)-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Alan
Cheng
Sent: Tuesday, September 02, 2008 1:36 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Editing Comments or Replies

Dear all,

Is there a way to edit a comment or reply once it’s in a ticket? I
understand we can always add another comment but I am just wondering…
Are there any specific reasons why we shouldn’t have this “feature”?
One of our RT users is asking this question and I would like to see if
RT community has any suggestions. Or is there a third-party
contribution for this feature? I did a quick search but no match came
up.

Thanks,

Alan
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Dear all,

Is there a way to edit a comment or reply once it’s in a ticket? I
understand we can always add another comment but I am just
wondering…
Are there any specific reasons why we shouldn’t have this “feature”?
One of our RT users is asking this question and I would like to see if
RT community has any suggestions. Or is there a third-party
contribution for this feature? I did a quick search but no match
came up.

As Helmuth says, you can’t do it because that would make the history
of the ticket unreliable, which destroys your audit trail. For most
sites, the audit trail has to be trustworthy, so that no-one can deny
what was said or done. It’s not something I’d want to see changed.

Tim

The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

Dear all,

Is there a way to edit a comment or reply once it’s in a ticket? I
understand we can always add another comment but I am just wondering…
Are there any specific reasons why we shouldn’t have this “feature”?
One of our RT users is asking this question and I would like to see if
RT community has any suggestions. Or is there a third-party
contribution for this feature? I did a quick search but no match came up.

Thanks,

Alan

Sorry, but I’ve gotta ask: without disturbing this list’s fitness for family
viewing, what found its way into your RT instance that shouldn’t have?

As Helmuth and Tim wrote, the audit trail should not be compromised.

This RT user of ours used a different open source ticketing system
before. That system allows modifications to the “Summary” (almost
equivalent to the email Subject:), “Note” and “Description”. With this
feature the user found it easy to update a ticket for future search
without sifting through all the comments. I believe the system logs the
modifications so we know which user touched the Summary I guess. But I
don’t believe it records exactly what changes were made so this still
isn’t good enough for auditing purpose…

Will modifying the email subject line for a RT ticket break all the
links (data, attachments, etc…)? Just curious…

Thanks,

Alan

stretchoutandwait wrote:> On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng <chenga@ias.edu mailto:chenga@ias.edu> wrote:

Dear all,

Is there a way to edit a comment or reply once it's in a ticket?  I
understand we can always add another comment but I am just
wondering...
Are there any specific reasons why we shouldn't have this "feature"?
One of our RT users is asking this question and I would like to see if
RT community has any suggestions.  Or is there a third-party
contribution for this feature?  I did a quick search but no match
came up.

Thanks,

Alan

Sorry, but I’ve gotta ask: without disturbing this list’s fitness for
family viewing, what found its way into your RT instance that
shouldn’t have?

As Helmuth and Tim wrote, the audit trail should not be compromised.

Dear all,

Is there a way to edit a comment or reply once it’s in a ticket? I
understand we can always add another comment but I am just wondering…
Are there any specific reasons why we shouldn’t have this “feature”?
One of our RT users is asking this question and I would like to see if
RT community has any suggestions. Or is there a third-party
contribution for this feature? I did a quick search but no match came
up.

Thanks,

Alan

Sorry, but I’ve gotta ask: without disturbing this list’s fitness for
family
viewing, what found its way into your RT instance that shouldn’t have?

As Helmuth and Tim wrote, the audit trail should not be compromised.

I don’t really see a business reason for comments/replies not to be
editable, as long as a record of edits were kept. You can argue that the
content of a reply or comment is data, not an audit trail entry. There are
a bunch of reasons why you might want to edit entries - removing redundant
quoted text, correcting factual errors, or removing anything offensive or
confidential.

Our help desk was very interested in being able to edit comments, but the
thing that made us shy away from implementing this was a cryptic comment
about bad performance implications in the code (Transaction_Overlay.pm),
and the fact that we found acceptable workarounds:

from Transaction_Overlay.pm:

Transactions don’t change. by adding this cache congif directiove, we

don’t lose pathalogically on long tickets.
sub _CacheConfig {
{
‘cache_p’ => 1,
‘fast_update_p’ => 1,
‘cache_for_sec’ => 6000,
}
}

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

1 Like

This RT user of ours used a different open source ticketing system
before. That system allows modifications to the “Summary” (almost
equivalent to the email Subject:), “Note” and “Description”. With this
feature the user found it easy to update a ticket for future search
without sifting through all the comments. I believe the system logs the
modifications so we know which user touched the Summary I guess. But I
don’t believe it records exactly what changes were made so this still
isn’t good enough for auditing purpose…

Will modifying the email subject line for a RT ticket break all the
links (data, attachments, etc…)? Just curious…

Modifying a ticket subject through the UI is of course allowed and
logged, there is no “RT” side effect on doing this.

Thanks so much! I just found out where to modify the subject and it
worked perfectly!!! :slight_smile:

In case someone is looking for the same answer in the future, ticket
"Subject:" can be modified after clicking on “The Basics” for that
ticket. The change is logged.

Alan

Emmanuel Lacour wrote:> On Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote:

This RT user of ours used a different open source ticketing system
before. That system allows modifications to the “Summary” (almost
equivalent to the email Subject:), “Note” and “Description”. With this
feature the user found it easy to update a ticket for future search
without sifting through all the comments. I believe the system logs the
modifications so we know which user touched the Summary I guess. But I
don’t believe it records exactly what changes were made so this still
isn’t good enough for auditing purpose…

Will modifying the email subject line for a RT ticket break all the
links (data, attachments, etc…)? Just curious…

Modifying a ticket subject through the UI is of course allowed and
logged, there is no “RT” side effect on doing this.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Thanks so much! I just found out where to modify the subject and it worked
perfectly!!! :slight_smile:

In case someone is looking for the same answer in the future, ticket
"Subject:" can be modified after clicking on “The Basics” for that ticket.
The change is logged.

You could also set up a custom field for summary which isn¹t tied to a
particular transaction, but to an individual ticket.

Then it could be modified much as Subject would be.

Hope that¹s helpful

Erik

Sorry, but I’ve gotta ask: without disturbing this list’s fitness for family
viewing, what found its way into your RT instance that shouldn’t have?

I’m not the OP, but one of our customers sent their credit card details
to support@… (who use RT) rather than admin@… (who don’t).
And all support email gets mirrored to our intranet via hypermail.

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster@ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.

Erik thank you very much for the suggestion. Definitely another option
to use!

Alan

Peterson, Erik wrote:

eOn Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote:

This RT user of ours used a different open source ticketing system
before. That system allows modifications to the “Summary” (almost
equivalent to the email Subject:), “Note” and “Description”. With this
feature the user found it easy to update a ticket for future search
without sifting through all the comments. I believe the system logs the
modifications so we know which user touched the Summary I guess. But I
don’t believe it records exactly what changes were made so this still
isn’t good enough for auditing purpose…

Will modifying the email subject line for a RT ticket break all the
links (data, attachments, etc…)? Just curious…

I claim it shouldn’t have any effect except that email messages coming
in with just the subject (but no ticket identifier) that could be
matched to the ticket’s subject field won’t be. But I think that
feature is only in the more recent RT’s.

However, what I suggest is a custom summary/checklist text field. In
my (old version) of rt, the best I can do is an “enter multiple
values” custom field, which kind of bites for this purpose as it keeps
merging all the lines, but yours may operate better.

I implemented something similar for roundup’s sysadmin tracker a while
back. It’s useful for keeping things like other ticket/case numbers
from vendors, keywords for searching, checklists of open tasks up to
date.

			-- rouilj

John Rouillard
System Administrator
Renesys Corporation
603-244-9084 (cell)
603-643-9300 x 111

Sorry, but I’ve gotta ask: without disturbing this list’s fitness
for family viewing, what found its way into your RT instance that
shouldn’t have?

I’ve had a few in my day.

In one case, it was a personal attack against another staff member.

In another, it was a spreadsheet listing everyone who worked for the
company, their social security number, their salary and their home
address.

We have a tool floating around on the website or the wiki that allows
a systems administrator to censor a single transaction and leave a
note about why.

-j

I don’t really see a business reason for comments/replies not to be
editable, as long as a record of edits were kept. You can argue that
the
content of a reply or comment is data, not an audit trail entry.

If RT has sent it out by email, it can’t be taken back. Ticket
replies or comments are a record of a conversation, rather than a
"notes" field.

It’s perfectly reasonable to set up a big text custom field for
recording a cleaned up version of the ticket’s “data”, but that’s a
very separate thing than the log of all history.

-j

We have a tool floating around on the website or the wiki that allows
a systems administrator to censor a single transaction

Looks like that is here, but is old. Would it work in 3.8?

http://download.bestpractical.com/pub//rt/contrib/3.0/Other/Censorware/

Allen