Tim; Tim Bonnell wrote: > > > > Searchable body. I used RT to log customers problem requests, and > document the solution. I would include code snippets, error logs etc, > and would need to be able to search for these pieces in future call > requests. > > You can search for anything in RT, including content searching from within the Query Builder (Tickets link) page.
> Screen Dumps.I support a complex business application and encourage > the users to include a screen dump with a problem request. I would > also like to include screen dumps of the solution that were used. > You can upload attachments to tickets , screen dumps will be attachments? or am I missing something. > > > Editable body text. I agree with the general principle that each stage > of progress should not be changed, however on occasion during > providing a solution, you may type a code snippet incorrectly. I need > a way of changing incorrect information. > Considering that most probably updates will be emailed out to individuals, you do not want the ticket text to be different to the email sent , (ie if you do update , update emailed out, you then edit that update , someone later login and view the ticket and notice the update text is different to what they've received) .. in case you want to correct information I would recommend you do another update with the correction (which is a more accurate change control process). Saying that I do remember someone done a plugin/code to allow editing update .. search the mailing list. Regards; Roy _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com