[Phphelpdesk-help] Opinion Solicitation: Deleting/Modifying Events

[Roy R. <rs...@ae...>]

We're using events here to track time spent for clients; we then use these
events in reporting to actually generate invoices.  This means that in
general, we want events to be as reflective of reality as possible.

What we found was that it was reasonably difficult to actually have people
update a ticket as to what they did and when they did it on the same day
they did it.  The end result is that the way people usually preferred to
use the HD was to enter their activity in batches, every few days.  Because
we wanted to be able to accurately report the date of the activity, we
decided it would be beneficial to give them the ability to change/delete
the event.  At the same time, after a few too many "Oh, I entered 80 hours
into this event when I meant to enter 80 miles travelled," we also made it
possible to change the duration of the event.

Lastly, we typically see two sorts of client-oriented activity tickets:
A) ongoing work;
B) special projects.

So one of the things we wanted to be able to do was to move events from one
ticket to another ticket of the same client.  This is so we could
facilitate this sort of situation:

Person comes on-site and does work for client; they do tasks A, B, C, and D
for the client and enter helpdesk events for them under the "ongoing work"
ticket.  Then they find that (D) is actually the beginning of a special
project and open a new special project ticket (example:  The last thing the
person does is look at a server to do a health check.  Oh wait -- there's a
problem with the RAID and it needs to be rebuilt.  Open a special ticket
for this).  At that point, it'd be useful to shift the activity related to
this special project to the new 'special project' ticket and away from the
'ongoing work' ticket.

Apologies for being so long-winded.

So the question to the list is:  Is this a useful capability? And if it is,
who should be allowed to modify/delete events?  Here, we've got everyone
who can update a ticket allowed to modify an event (on the basis that if
you're allowed to add an event, you should be allowed to delete/modify it),
but that may be overly unparanoid.

I'd like to put this capability into the repository, but I'd like to get
opinions as to how it should work.

Thoughs?

-roy