Seriously, how does the biggest, most awesome ticketing system in the world not have a way to either strikethrough a previous post or flag it as replaced by new? I get that it cannot be actually redacted for the purposes of immutability but that has nothing to do with being able to make a new post and mark the old one to indicate it contained a mistake or was incorrect. With as hard as it is to read the posts which all collapse into invisibilty, it is very easy to accidentally find a server name or important data point and not realize that the next hidden post had made a correct on it. That field should show that it is replaced by a new comment and should not be taken as fact WITHOUT removing it so that immutability is maintained. The field data should remain UNCHANGED with the field just behaving as a link to the updated data for clarity. All these years being in existence and no one thought of this basic feature? We heard amazing things about using ServiceNow for incident ticketing and so far I am disappointed in how basic and similar it is to other products. I expected way more innovation on the worker side.
