What is written in a ticket stays as it was written. A message, a file attached to it or a change of state cannot be changed or deleted by anyone, administrators included: the database itself refuses. Only the superadmin of the installation may delete a whole ticket, and only after the retention period.
01 · The chain
Each message holds a SHA-256 hash of the one before it, of its author, its moment, its text and its files. Changing any of them breaks the chain. The hash is shown under every message.
02 · Verifică integritatea (Check the integrity)
- The button is at the top of every ticket. It works the whole chain out again from the stored messages and reads every attached file again.
- Tichetul e intact. (The ticket is intact.): with how many messages and stored files were checked, and the Ultimul hash (Last hash).
- Tichetul a fost modificat după ce a fost scris. (The ticket was changed after it was written.): with the message where the chain breaks and why, such as a message missing, a message changed, or a file that no longer matches its hash.
- The files table gives each file a Rezultat (Result): se potrivește (matches), lipsește (missing) or nu se potrivește (does not match).
03 · Păstrarea tichetelor (Ticket retention)
- The superadmin sets it in Instalare › Setări › Păstrarea tichetelor (Installation › Settings › Ticket retention): Luni păstrate după ultimul mesaj (Months kept after the last message), between 1 and 120, with the code from the authenticator app.
- Tichete trecute de perioada de păstrare (Tickets past the retention period) lists them, oldest first. Tick the ones to go and press Șterge tichetele alese (Delete the chosen tickets), with the code.
- A deleted ticket cannot be brought back; its files stay with the company’s documents.
See also The superadmin.