Can Technicians Edit Their Comments?

Jon Collins2 · ‎10-23-2023

Hi Folks,

We have some vocal members of leadership requesting that technicians be able to edit their comments in ITSM. While I am opposed to this idea in general from an audit perspective, I have been instructed to further research it and see if it's even possible.

Based on my research, editing would impact 3 different tables (sys_journal_field, sys_audit, sys_history_set), and would need to rebuild history set and Email entry? Has anyone gone down this path?

Peter Bodelier · ‎10-23-2023

Hi @Jon Collins2,

It is a pain doing this manually as admin for someone else. (Which I unfortunately was forced to do a couple of times)

You are right with the involved tables, however...
Making this possible for non-admins, would be nearly impossible. (Besides the obvious auditing issues you already stated).

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

View solution in original post

Sandeep Rajput · ‎10-23-2023

@Jon Collins2 Technically, this seems feasible but had I been in your place, I would have simply said no the business as not only you will be updating records on sys_journal_field, sys_audit, sys_history_set tables but by implementing this you would be altering the principle of auditing on this the sys_audit table stands.

Peter Bodelier · ‎10-23-2023

Hi @Jon Collins2,

It is a pain doing this manually as admin for someone else. (Which I unfortunately was forced to do a couple of times)

You are right with the involved tables, however...
Making this possible for non-admins, would be nearly impossible. (Besides the obvious auditing issues you already stated).

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

Jon Collins2 · ‎10-23-2023

Thank you Peter and Sandeep for confirming my concerns with this. I am going to push back on this one with leadership, as it seems an unwise configuration to pursue. Thanks!