Editing A Job

[Goldfield]

Hi There,

If we have a job that is typed up, and say the accounts spots a spelling mistake in that ticket. Is it at all posible to change that post ie. just the misspelt word in the note.

I can provide screenshots if needed.

Regards

Goldfield

[crythias]

Only via direct database manipulation of the article table entry.

[troffasky]

I know that being able to edit ticket entries does not fit in with the audit-proof philosophy of OTRS.

However, one scenario when I'd like to be able to do this is with tickets that have a number of discrete sub-tasks, but the overhead of logging a separate ticket for each sub-task and linking them together isn't justified. How I'd like to do this would be to create a ticket in which the first article contains a few bullets listing the sub-tasks, and as each bullet is completed, strike through the bullet, thereby allowing other team members to see at a glance the overall progress of the ticket. This would require the ability to edit the initial note.

This may well be taking OTRS into the project-management realm. Perhaps a new ticket type, say Task Ticket, could be useful, with other features like progress [how many of the bullets have been completed], ETA, etc. Perhaps some of this might be achievable with the dynamic form features upcoming in 3.1.

[crythias]

You can also use "split", which reduces the burden on ticket creation.

[troffasky]

Split seems to create a phone ticket no matter what the type of Note that one splits on.

[jojo]

thats corecct