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 →

    36 comments

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      • Neil Cotton commented  ·   ·  Flag as inappropriate

        Is there any movement on this. We are nearly at the end of the calendar year and have recently had what is probably going to be the last update of the year, and this feature still isn't available.

      • Dawn 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 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.

      • Mike commented  ·   ·  Flag as inappropriate

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

      • Carsten 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 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.

      • NateTheGreat 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. 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.

      • Joe 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 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.

      • Sean 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 Zook commented  ·   ·  Flag as inappropriate

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

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