Link to Past Tickets

Question

Has anyone used the feature "Link to Past Tickets" that allows change of date/time to past.

We need the feature for logging / correcting date/time of activities.

What is the permission / roles that need to be assigned for this feature made available to an analyst?

Walter Buggenhout · Answer

And so, one last clarifiying note: it does not allow you to update system dates once they are set. It only impacts the date/time of the internal note as you are adding it, as far as I my understanding goes.

Walter Buggenhout · Answer

Ok, as to your last reply:

I am referring to this feature called "Add to past". It is visible as an admin.  How do I enable it with least privileged access?

Thanks for the additional context. In all honesty, this was a feature I had never heard of before. So always great to learn something new 😅

With the additional info, I was able to find out this is a specific feature to manage (and/or manipulate) the incident timeline. It seems this is only available for incidents and only for internal comments you might add to document the history of the incident (also for events that happened earlier). See this support article for more context.

It is quite limited in scope and features and I am not aware of any permission settings (even after further research).

There is an outstanding feature request to add the feature to other work types. While it is a different thing, it may be interesting to watch to see if any further progress is made on developing the feature further: JSDCLOUD-15908.

In short: adding an internal comment to an incident in JSM seem to be the only determining factors for the feature to be available.

JJAntoni · Answer

I am referring to this feature called "Add to past". It is visible as an admin.  How do I enable it with least privileged access?