Carl Giardina

Also, keep in mind that the comment regarding ITIL standards was simply a blow off.. there's nothing in the standards that prevents you from being able to re-characterize closed records..

Our reporting standards will change over time, and certain tags will have to evolve.. and the fact that we will not be able to go back and edit those tags means that we will eventually have to move to a solution that allows us to manage our own data.

I think it's complete nonsense that as our business evolves and our data analysis capabilities grow that we don't have the ability to re-characterize tickets (by updating/assigning relevant tags)..

I'm getting really fed up with limitations everywhere I turn.. and seriously considering a migration.

I was hoping for a solution on this one already.. We would like to customize the sign-up page so that we can collect all of the related user data (name, address, tel, email, product, serial number, etc.. 

I've noticed this same request raised in multiple threads dating back to 2013. It would seem to me that allowing users to edit/update ticket fields should be part of the standard architecture.

We have a ticket flow that requires 2 user engagements, and it's disappointing learn that we'll have to setup multiple forms and track and consolidate at least 2 tickets for each user request;

Has anyone learned of an alternative?