Renaming old deleted user in tickets

Answered

4 Comments

  • Andrew J
    Community Moderator

    Hello Paul, I'm presuming those tickets are closed.  You will not be able to change anything on them.

    The user who was assigned to a ticket and made comments is preserved when they or downgraded or even deleted I think.  This makes for accurate recording.  If you are worried about how it shows on the front end... there may be a way to change this using JS... but, I guess depending on your reasoning and use case, why would you try to change history?  Customers could view this as editing facts.

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  • Paul

    well most of the tickets are closed but others are open and assigned to a new agent. But the history in those tickets are showing the old colleague name and we don't want that (long story).

    But we can't edit them now in any way :( When we add a new reply to the open tickets the new name is used/shown so thats correct. But the older comments can't be changed.

    What do you main by changing it by javascript?

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  • Andrew J
    Community Moderator

    You can drop code into a page to say, if this text is present, replace with something else. I haven't done much with just so can't offer a finished solution. Of course this won't help for emails on existing tickets, only if a customer views via the website.

    You could also make the old comments private, and then comment in a full history on another comment, depending how critical this is.

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  • Paul

    Okay found a way/workaround to replace it for the users in the portal (not emails)

    Used code (added in the script.js of the theme):

    //Replace Value
    $(".comment-meta span, .request-details dd").text(function () {
    return $(this).text().replace("Old value", "New value");
    });

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