I am running RT v2.0.15 on RedHat 7.2 for our support staff. I recently
posted a question on this list about the possibility of correcting errors,
within already stored tickets. I received the interesting following answer :
"I don’t think there’s anything like that. It’s contrary to the idea of
a ticketing system to be able to edit history like that.
I am quite new to ticketing systems, I was told about RT by a friend of
mine. Thus I don’t know the main outlines about softwares for support
However, this request asking to remove true errors (such as spelling
errors - or spam !) does not look illegitimate : the staff is small (4
people) and they don’t fight against each other or against the company, so
they won’t remove important data just to harm the company or their
neighbours; can somebody tell me what are the main principles, what
thoughts, from a general point of vue, lead to decide for such an issue ?
.-. Robert GRASSO - CEDRAT S.A.
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