Removing ticket edit button

Darren Tan shared this question 2 years ago
Answered

Hi Support,


We would like to remove away the option to edit a ticket after the agent has submitted it to prevent other agents from amending it on the original post.

Comments (15)

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1

Unfortunately we don't have such option. The only way to do it is with custom module to build specifically for such purposes. We can develop it for you for $750 and it would take 2-3 business days.


In Options - Change Log you can track who and when has changed any field of the ticket. Also, if you worry about the original message, you can always check it in mailing log or in activity log.

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1

In what circumstances does the edit button appear? Can users edit their entry at any time or is there a window where edits are allowed? It seems some users may edit their entry but other users cannot.

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1

Hello Mickey,

Any request from user is possible to be updated by this user during 30 minutes., It relates both to ideas, tickets or comments.

The logic is simple - not to allow this change after some time and proof of evidence. If something needs to be changed - it would be different comment within the request or reply to previously posted request.

Agents and admins can update both requests or comments at any time.

What is the reason to let users update it during the whole period of time?

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1

We're enforcing a new format for how our feature requests are entered and are asking users to update their requests with a summary in that format.

I can understand why it might be considered to lock the ability to edit after so much time, but it would be nice if it were configurable. Is this something we can change via config file or something of the sort?

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1

This could be done only with custom module that we can build for you.

I'll look through the possibility tomorrow and let you know

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1

Hello,

we've discussed your use case internally.

As you are our Enterprise customer, tomorrow we'll implement custom module for you which allows your users to edit topics and comments any time.

Kind regards

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Wonderful news.

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1

Hello,

please modify config.php file and insert in it the following code as shown in the attached screenshot:

'acl' => [
 'allowed_edit_time' => -1,
],

So users could edit their topics/comments without any limitations.

Let us know if it works for you.

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1

Thank you for the recommendation. Unfortunately, this appears to have had no effect (on newly submitted requests or old ones). We've restarted services and still no change.

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1

Hello,

sorry for the confusion.

Please extract the attached file into UseResponse root directory and modifications should work.

Let us know if everything works as you expect.

Sorry again.

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1

Will this patch work on both 4.6 and 4.7 (our test env. is 4.7)

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1

Yes, will work on both 4.6 and 4.7

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1

Should we just place the 4.6 files in the 4.7 folders? Or do we need to search for differences and apply directly?

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1

I guess its custom module that you need to place in custom/modules and install it

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1

Hello,

once you upgrade to 4.7 version, the improvement will work so you don't need to place the patch again.

Let us know if everything works fine after update.

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