Edit closed tickets

[Frederick]

We're slowly building our helpdesk operating procedures and some information needs to be changed as we learn things and update how we record trouble tickets. Some of our old closed tickets need some items changed such as root causes and the user who initially entered the ticket. How do I go about changing these things? Do I need to go into the SQL database and change it there?

[Frederick]

Can't believe I missed that also!! Thought I went through that dropdown box thoroughly. Thanks for your help guys!!! Saved me a lot of hassle!!

[David_G · Accepted solution]

It is correct that you will not be able to change the user through the Edit button for a ticket. However, this is a ticket action as seen in the screenshot below. You will have to make sure, of course, that you have the 'Alter User' permission assigned to your role under Configuration\User Access & Roles.

[Frederick]

Thanks Mike. I overlooked that. Yes I'm able to change the root cause which is helpful when making my reports but I'm still not able to change the user who input the ticket in the first place. When we first started using the Helpdesk module, the first few tickets that were created, the user concerned was myself and not the person making the trouble call. Seems like you can't change the user concerned through the "edit" form.

[miketrike]

If you have appropriate permissions, you should be able to just click "EDIT"