Possible to delete certain ticket communication entry?

Technical assistance
1

Infos:

  • Used Zammad version: 6.0
  • Used Zammad installation type: (source, package, docker-compose, …) package
  • Operating system: Debian 10.10
  • Browser + version:
    Chrome, Edge, Firefox, private windows, to no avail

Expected behavior:

  • We have some users who like to reply emails to the closed tickets then talked about something different, totally unrelated topics, we had to split the ticket, create new tickets for them, but this way the old record is still there for the old closed tickets, this makes no sense. My question is, how can we remove this from the old ticket as the new one has such information already?

Actual behavior:

  • We had to split the ticket, create new tickets for them, but this way the old record is still there for the old closed tickets

Steps to reproduce the behavior:

From a closed ticket, use the last entry from customer, click the Split option to have it as a new ticket, then this entry record is still there for the old ticket.

ticket communication article
ticket communication article1121×338 139 KB

2

Hi @eavenhuang.

You should have a look here, especially for the follow-up possible part.

3

Dear expert,

I didn’t seem to find the clues I needed :frowning: What I really need is to delete the unwanted entries from certain tickets, that includes:

  1. The reply entries that were replied wrongly and we need to remove them to avoid misleading
  2. The reply entries that had been splitter to be a new ticket, it was there for the new ticket but it’s also there in the old ticket, this is also very inconvenient.

Hope this can be understood:)

4

It is not possible to remove individual ticket articles (except for internal note articles for (by default) 10 minutes).

5

Can we mark the unwanted article to be internal, then delete it?

The 10-minute setting was counted from the article being created, or the timing when it was set to internal?

6

The clock begins running from the article creation on, not any updated time.
The documentation does answer these questions:
https://user-docs.zammad.org/en/latest/basics/service-ticket/follow-up.html?highlight=delete#adding-new-messages-notes