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Change Incident Fields Without Reopening Incidents

As an agent with Administrator permissions and manager of a service desk team, it is crucial for me to ensure that my incident reports are as accurate as possible. I would like the ability to change ticket fields without reopening tickets. Reopening tickets is inconvenient for both me and the user (as they receive an email notification indicating the incident was reopened) and disrupts my workflow.

I understand that part of this responsibility is on us to set ticket fields correctly, there will always be a margin of error.

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feature request

New Feature

incidents

Status: None

Comments

ChuckZane

I agree with the need to fix mistakes in closed tickets, but it needs to be a separate security control/permission and any changes made after closing tickets need to be clearly logged in the Audit trail.

havens1515

I agree with this completely. Making changes to a ticket after it is closed can make things appear different from reality. Because of this, a specific permission would be required for this kind of change and addition to the audit log is an absolute must.