What We're Working on for Web Help Desk (WHD) - Updated January, 2020

That is not necessarily the point regarding someone modifying old tickets.  The problem is, retiring old request types.  For instance, we had an IT project for adding new functionality to our systems.  They wanted to track the type of calls received.  When the project was finally over, Management wanted the request type removed so the techs would no longer use the option.  So we deleted the request type (and a few others that were retired).  Six months into the new year, we found 1500+ tickets with no tech group.  Nor can I remove terminated employees.  If a tech is terminated on the June 20th, and I delete him from the group, then all tickets that he had touched will now show no tech was assigned. so I run my May report and find that all tickets that had his name on it is wrong and showing that no tech was assigned.

If the database was set to record locking on closed, then I would be able to remove request types as well as delete technicians and can still provide accurate reports to my management.  As it is now, a closed record can be modified by the system.  Saying that this is not considered to me is a really really really bad choice. So, if management demands that this be removed, I will then point out to them that you guys consider this an unimportant part of the system.

That is not necessarily the point regarding someone modifying old tickets.  The problem is, retiring old request types.  For instance, we had an IT project for adding new functionality to our systems.  They wanted to track the type of calls received.  When the project was finally over, Management wanted the request type removed so the techs would no longer use the option.  So we deleted the request type (and a few others that were retired).  Six months into the new year, we found 1500+ tickets with no tech group.  Nor can I remove terminated employees.  If a tech is terminated on the June 20th, and I delete him from the group, then all tickets that he had touched will now show no tech was assigned. so I run my May report and find that all tickets that had his name on it is wrong and showing that no tech was assigned.

If the database was set to record locking on closed, then I would be able to remove request types as well as delete technicians and can still provide accurate reports to my management.  As it is now, a closed record can be modified by the system.  Saying that this is not considered to me is a really really really bad choice. So, if management demands that this be removed, I will then point out to them that you guys consider this an unimportant part of the system.