make work notes editable

[Goran WitchDoc]

    HI,

Is there any way to make existing work notes editable. I understand reasons why you shouldnt be able to edit after save. But right now, that is something we want to be able to do in our company.

[Goran WitchDoc]

Ahh. Nice reading, thou Im a bit skeptic to it since it's so old and It's kind of hard to know it still would work. But it is also a to complicated way of doing it. In my case I want our assignees to be able to do it. Last reply is the serviceguru-link. But as for it, I wonder if there is an easier way now, since that solution got about 1 ½ year on it and a few updates/releases have come after that.

[Kalaiarasan Pus]

Not sure if I understand this but you should not be giving access to the users to edit this ... Whatever is being suggested , is for a one time activity .. Let's say few records have incorrect value and you as a developer or admin wants to correct it ... Providing access to the users to such table is not the right way....

[Kalaiarasan Pus]

Not sure if I understand this but you should not be giving access to the users to edit this ... Whatever is being suggested , is for a one time activity .. Let's say few records have incorrect value and you as a developer or admin wants to correct it ... Providing access to the users to such table is not the right way....

[Goran WitchDoc]

Perhaps we talk about different things.

What I am looking for is that is an assignee has made an work note and want to edit it afterwards, he/she should be able to do that. As out-of-the-box that field is locked and only way is to type another work note with the correction.

I understand why it is like this from the start and get the pros/cons for it. But since this is a way of work we have been having in our old system and it never been any problem of misbehaving, its seems as a nice thing to have and it also stops the flow in activitylog to be at minimum.

Perhaps I made myself abit clearer now 😃

[randrews]

out of the box design no he shouldn't those work notes are entered and part of the history of the ticket...

making this work would require them to edit the journal field table and that isn't a good idea... if this is what you REALLY want.. i would simply create a new text field on the ticket and remove work notes... then write a rule allowing them to edit it...

personally i haven't had many occasions to do this and i ran a helpdesk for a LONG time... i wouldn't do it but up to you...

know that reporting on and editing the journal fields is a long task because that table gets HUGE which is why   i recommend just using a different field.