* Can we retroactively change dates when opening/closing a ticket? This is mostly just to ensure more accurate reporting for the direct entry tickets where someone might have sent me an e-mail or on a walk-up, but I wasn't able to fill in the ticket until later. For instance, John Doe sends me an e-mail at 10am, but I don't see it until 11am, at which point I respond and take care of the issue. If I enter the ticket, add the info, then close it, it appears that the ticket was solved almost instantly when it actually took an hour. Ideally, I could "back date" the ticket open date to the time of the e-mail. To ease SLA concerns, my other suggestions below:
1. Allow technicians to manually adjust the time backwards but not forwards. That is, once I've opened a ticket, allow me to change the timestamp on ticket events to be earlier than the system-entered time, but not later.
2. Only allow technicians to manually adjust the timestamp on tickets that have been Closed. Once the ticket is closed, the SLA is no longer an issue, so adjusting the timestamp won't affect the customers.
3. Ideally, perhaps they could have all three as configurable options, so we could choose whether to allow technicians to adjust the time on direct entered tickets only (not tickets created from end-user desktop), no tickets, or all tickets; and also choose whether to allow them to adjust the time backwards only, forward and backwards, or not at all; and finally choose whether to allow technicians to manually adjust time on all tickets, closed tickets only, or no tickets at all.