I understand the reasoning behind not wanting to allow users to alter-history by modifying old entries, but the most common reason for wanting the edit cases in my experience is the "ooops scenario" where I notice a typo immediately after I save a case and don't want my illiteracy memorialized for all time.
Would FogCreek be willing to consider a compromise where an entry could be edited with the following constraints?
- Fixed and short time window: Say 1 hour
- Only by the person who created the entry.
- Only the last entry on a case ever be edited
- Only the body of the case or attachments can be edited, not status/assignee/etc.
What do you think?
Perhaps the same logic could be applied to allow limited deletes, too.
Update: Just thought of another situation that makes this limited timeframe editing/deleting a good idea. Our help desk instance of FB has gotten cluttered over time with customers responding after a case is closed with a final "Thank you" e-mail. It would be nice to be able to delete those when they come in.