Delete events or edit events

[aandstech]

Is there anyway to change a setting so notes added to call are editable.
On ocasions I have posted a note and accountable time to wronge call is there anyway to delete this note or edit it?

[crythias]

It's likely not possible through the interface, simply because history is history, the safe thing to do is just create a new offset note (internal) explaining the adjustment.

If you still want to do it, BACKUP your database before attempting the following:

You could edit the article table directly in phpmyadmin (medium safe) or the mysql command line that lets you do dangerous things(beware!) If you ignore or misapply a WHERE clause, you could update the wrong thing.

So, let's say you zoom on the note you want to get. The URL says:
Action=AgentTicketZoom&TicketID=2&ArticleID=6
in the mysql command line:

Code: Select all

SELECT a_body from article where id=6

Is this the correct text?

Code: Select all

UPDATE  article SET  a_body =  'This was changed by aandstech. Incorrect entry.' WHERE  `article`.`id` =6

Unfortunately, you don't easily have an idea from ticket zoom (that I can tell), which note you applied time against. You can

Code: Select all

SELECT article_id, time_unit FROM time_accounting WHERE ticket_id=2

(2 is the number after TicketID= in the URL)

and then

Code: Select all

UPDATE time_accounting SET time_unit = '0' WHERE article_id='some number you got from the SELECT query'

DANGER: If you don't understand what you're doing here, you could do bad things to your data. The actions performed here are invisibly accomplished, irreversable, not logged and there's no way to know who did them.

Did I put enough disclaimer? Seriously, the best way to do this is to apply an offset note.

Edit: apparently the SQL Box is select-only. Good, and ... Oops.

[meukmans]

But there is no option to delete a note , so its twice in 1 ticket.

Is it possible to make a delete note button or something ? Or does that give the same problem like changing a ticket ?

[crythias]

For forensic purposes, a delete button would be as problematic as an edit button.

[meukmans]

This is really a problem for my organisation. We used different helpdesk tools and all had the change or delete option for notes.

Am I the only one who is missing this option ?

Is there really no workaround besides editing your SQL database ?

[hoberion]

its also a feature requested by our department

[jojo]

This can only be done via developmemt.
In OTRS there no option for changing this. (Changing notes really makes no sense, as people can hide their errors etc)

[hoberion]

Changing notes really makes no sense, as people can hide their errors etc

we dont use our system for forensic purposes
besides you could have the "diff" available

[srx308]

This is really a problem for my organisation. We used different helpdesk tools and all had the change or delete option for notes.

Am I the only one who is missing this option ?

Is there really no workaround besides editing your SQL database ?

No, you are not the only one. We are missing such a feature, too.

[reneeb]

Then develop an add-on This shouldn't be too difficult.

In fact the "delete" part should be fairly simple. There is already an ArticleDelete() method (see http://otrs.perl-services.de/docs/otrs/ ... ticle.html). You just need to edit the template for the view where you want to have the delete button and change the frontend module to handle the subaction "ArticleDelete"...

The edit part is more difficult but doable. You should add a new frontend module and template where you can edit the article. In the backend module there is a method called "ArticleUpdate"...

[igoralvarez]

I change in DDBB but i donw see in the interface, why??? i need to do something??? i reboot server and dont see the changes