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
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).