How can we improve the SMA (K1000)?

Service Desk - Editing Comments

Once comments are saved in a ticket/request, they can no longer be edited by users or administartors. Could we create a way for the comments to be edited by ticket owners only after the comment has been saved in a ticket? Could we set this type of field as a Read-Only or Change Permission?

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    Anonymous shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    35 comments

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      • DawnDawn commented  ·   ·  Flag as inappropriate

        Should be able to have a history available to administrators of who edited the comment and what the comment said before the edit. I've used a different ticketing system that had this feature.

      • Venu MedepalliVenu Medepalli commented  ·   ·  Flag as inappropriate

        Please give us the option to EDIT the COMMENTS once the ticket is created. Its a huge request lot of people want it. Even TRACK IT has it. So kace is advanced and don't have it. Not fair.

      • MikeMike commented  ·   ·  Flag as inappropriate

        The same issue applies to attachments too, cannot remove them if necessary

      • CarstenCarsten commented  ·   ·  Flag as inappropriate

        I see value in this function as well, but it would be helpful to indicate the comment had been edited from its original form. (noted in comment header) Part of the reason I push to use the KACE ticketing system is to ensure we can track exactly what is being communicated/done. This is partially for quality assurance and partially to keep from deleting/removing important information that various people in the ticketing system may not find important. I recognize everyone uses features and workflows differently. That being said I would love to have the ability to add select individuals, via a label, to have the ability to edit comments.

      • Joshua ColvinJoshua Colvin commented  ·   ·  Flag as inappropriate

        I like this idea, would certainly help when making simple mistakes, but I would suggest allowing admins to set a time restriction. I.e. you can only edit for 1 hour or something like that, just to help prevent people from going back well after the fact and changing things to try and cover their backsides, if you know what I mean.

      • NateTheGreatNateTheGreat commented  ·   ·  Flag as inappropriate

        Also, consider the benefit of being able to redact information that users foolishly enter such as:

        "I need help, my password is [REDACTED]"

        "Is this link / attachment malware?" [LINK REDACTED]

      • Derek M.Derek M. commented  ·   ·  Flag as inappropriate

        You mean your development leads have seriously been mulling over this for FOUR YEARS!!!?? The initial plan should have been to allow comment editing and to allow administrators the capability of choosing who in their organization would be allowed the option to edit comments. Seems pretty straight forward and logical. DEFINITELY IMPLEMENT THIS OPTION IMMEDIATELY!!! I didn't want to believe it but I can see now why KACE has been blasted on social media.

      • JoeJoe commented  ·   ·  Flag as inappropriate

        This NEEDS to be implimented as there are times when comments may need to be edited after they are submitted and adding another comment to fix an issue with the first comment is just stupid.

      • Nathan MNathan M commented  ·   ·  Flag as inappropriate

        This should 100% be added to the k1000. It is absurd to think that it is not available. What is the rational of not having this as a function? A better question is - How has this been a suggested improvement that didn't result in a "Yeah we should have had that from the start" from Dell? I was under the impression that we were moving to a better ticketing system, however due to the lack of simple features, I no longer feel this was an improvement within our organization.

      • SeanSean commented  ·   ·  Flag as inappropriate

        There's no reason not to add this programming. It's has become increasingly clear that the programmers of this appliance are not users as well. I've ben using this for 2 years now and it's extremely clunky. Dell does not seem to care at all.

      • Daniel ZookDaniel Zook commented  ·   ·  Flag as inappropriate

        Also useful when the submitter's e-mail signature has multiple images, which clutter up the ticket.

      • Nicholas CattieNicholas Cattie commented  ·   ·  Flag as inappropriate

        I agree. Not being able to atleast allow an admin to modify the ticket is poor.... It then makes reporting and other statistics not as accurate. I understand we wouldn't want people to falsify a ticket and so on but atleast having an option so an admin could do it would be useful. If society was run the same way where nothing could be changed or fixed what kind of world would we live in? Let the organization choose to allow it or not, not DELL itself. FAIL.

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