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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Edit ticket

Is it possible to edit a ticket after it was created?
Sometimes we get a mail with lots of useless information (like mail exchanges with other departments).
When it gets added to OSTicket is isnt editable anymore.

So is there a way to edit a ticket that is already fetched (and also other messages in the ticket)?

Comments

  • Well, a physical "ticket" can be edited after it has been generated if you have the rights to it, yes.

    However, if i would receive "useless" information i would create a ticket filter so osTicket wouldn't generate a new ticket for it? (That's the way i use it here so that if we send internal e-mails or anything like that, osTicket won't create any ticket.)
  • Ticket information like status and email are editable, message in the ticket is not editable for now and seem won't be implemented on OsTicket
  • Re: Is it possible to edit a ticket after it was created?

    A. Yes and No.  Parts of the ticket are indeed editable (such as who owns it, the help topic, custom fields, etc).  However you cannot edit the body of the ticket.
  • Ticket information like status and email are editable, message in the ticket is not editable for now and seem won't be implemented on OsTicket
    Re: Is it possible to edit a ticket after it was created? A. Yes and No.  Parts of the ticket are indeed editable (such as who owns it, the help topic, custom fields, etc).  However you cannot edit the body of the ticket.
    I think it's better and is more complex ticket system a system who let choose to the Administrator if is good, based on the tipe of website support, to alow operator or only super operator to edit Body of the ticket.

    Also possibility to edit operator ticket. If i have a business and an operator write something wrong a super admin must have the power to edit uncorrect message like (removed) and then write correct message.

    Also if a ticket is opened from an email and there are some text from the email who are too much, unnecessary, repeated Admin or super operator or alowed operator must have the control on the ticket system.

    If this option is not good for the Company superadmin can choose in the ticket settings to no alow anyone to edit body of the ticket.. but i think this should be a decision of the user.. it's more complete and more complex a webticket system who alow to do and not a ticket system with restrinction.

    I want change my actually support ticket system with the new OsTicket system but i think to not install a system who don't let the admin to manage fully the ticket.

    does not make sense.

    If you think you won't implemeted the edit function for the body for let OsTicket seens as good ticket system who don0't alow this.. i think is not totaly in this way.. is the good or not use who people do with struments.. i know other commercial support ticket but also free who alow to edit ticket and it's a great feauture.

    Many time if i wrote a word in bad way i can correct - and user will have the original message via email.. because when operator send a message an email with the ticket message is sended, if operator change the ticket online no mail is send but also if text will be different with wrong information after the correction user will have always the original email.

    I'm very sad to see you don't want give to OsTicket the PRO function to edit body ticket for have full control of the system.. is like a blog where one time you wrote an article you can't correct it.
  • That is your opinion and you are of course welcome to it.

    The point of the ticket thread is literally to track what happened.  Changing history is for dictators and historians.
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