Edit or Convert a Response Thread

With incident thread correction you can convert a response thread entry into a note thread entry as well as edit or remove text and images. This lets you remove content so it cannot be seen by customers in future responses.

There may be times when a response contains incorrect information or was inadvertently sent to a customer. Thread entries can be edited after they are sent to a customer, letting you to convert a response thread entry into a note thread entry and edit or delete text and images. With incident thread correction, you can view all responses for a particular incident and select only those you want to change. After a response is modified, it cannot be converted back to the original thread.

Note: To access the Incident Thread Correction element, you must have Administration permissions set in your profile. In addition, you must have the Edit/Delete Committed Thread Content permission set in your profile to edit incident thread content and delete images. See Profiles.

1. Click Configuration on the navigation pane.
2. Expand Database, and then double-click Incident Thread Correction.
   The Incident Thread Correction tree displays on the content pane.
3. Enter the reference number of the incident containing the thread entry you want to edit and click Search.
   Threads from the incident display on the content pane.
4. Select the Make Note check box next to the response you want to convert into a note.
   After saving your changes, the next time you open the incident, this information displays as a Note thread.
5. To remove inline images from the incident thread, do the following:
   1. Select the Remove Thread Images check box.
   2. Remove the <img> tag in the Thread column.
      When you remove an image from a thread and the incident is refreshed, the image is removed from the incident thread. If you do not remove the <img> tag in the Thread column, the image is replaced by a black X icon when the incident is refreshed.
6. To edit the incident thread, do one of the following:
   • Right-click in the Thread column and select Edit Thread.
   • Double-click in the Thread column.
   The Edit Thread window opens.
   1. To search for a word or phrase in the incident thread, enter it in the text field and click Find.
      The search results are highlighted on the Edit Thread window.
   2. Edit the incident thread.
   3. Click X to close the Edit Thread window.
   Your changes display in the Thread column on the Threads table.
7. Click Save.

Results:

The changes you made are saved to the incident.