Once a comment has been added to a ticket, can you remove just the comment? The ticket is still active, so it shouldn't be deleted. The comment has been taggeded for owners only, but it would be better to remove the comment.

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The only way to do this would be to use a ticket rule. The safest way to do this would be to use a tool like MySQL Workbench to get the ID for the comment from HD_TICKET_CHANGE table and then use a ticket rule to run the following statement:

DELETE FROM HD_TICKET_CHANGE WHERE ID = <change id>

where <change id> is the ID for the comment to delete. You could also change the comment with a statement like this:

UPDATE HD_TICKET_CHANGE set COMMENT = "Inappropriate comment deleted" WHERE ID = <change id>

If you don't have access to MySQL Workbench you could also use a statement like this:

UPDATE HD_TICKET_CHANGE set COMMENT = "Inappropriate comment deleted" WHERE COMMENT = "Text of the offensive comment"

That should replace the comment that's offensive.

To run these statements use the rules wizard to create a blank rule (just accept the defaults) and then edit the rule to have one of the above statements in the select query. Then clear the other checkboxes for the rule and click Run Now.

 

Answered 05/20/2014 by: chucksteel
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