It looks like you're new here. If you want to get involved, click one of these buttons!
It missed an edit button who can alow to edit user message in the ticket and also operator message. Can be this implemented?
Edit thread is a valid feature, for any ticket system, to be able to correct bad misinformation> Yes. Not only yes, but HELL yes. (sorry Neil ;))Case in point, I have edited this post several times!!!!(this brings up the issue, why isn't the osTicket site using osTicket for thi. forum)How it is implimeted, is another issue. it should ceratinly re email that thread to all involved. Maybe something like NOT this in the eedited version should be created for changes, or if you don't like the idea of updating existing rows in the db, thaen have it add a new thread with the changes.This brings up the isue that it needs to have a mechansm that allows a hierachy within threads to allow for multiple active issues and be able to make sense out of the mesage and response especially considering the thread histore does not get sent for a new rmesage/response, (unless you use a mail client to do the post, instead of using o ticket to add post.)Please correct me if I r have missed any existing vital features, that would allow these things.I am only going on feed back from my customers. and internal use.Sometimes there can be several ppl Uesrers/staff involed in the one ticket and several conversation going on at the same same time, without a Hierarchy featiure, it is very hard to follow then posts, and with out an Edit feature, the number iof posts can grow very quickly.
No. Not only no, but HELL no.The entire point of a system like this is to add accountability and documented flow and history of an issue. There is no legitimate reason I can think of why people (staff) should be able to edit a message after it has been sent to the customer (users). This totally defeats accountability. If staff said something wrong (misleading, inaccurate, angry, etc) they are should and are accountable. I personally will never advocate for a feature like this, and will actively advocate against it.