Plan requirement
| Subscription | Any plan |
| Access | Agent |
Redaction returns an error. Four causes, and the first two, a closed or archived ticket, account for most of them.
Symptoms
- An error message when confirming a redaction.
- The content is still there afterwards.
- It works on some tickets and not others.
One: the ticket is closed
Closed tickets are immutable, and redaction is a change. This is the most common cause and it presents as an error rather than as an explanation.
There are other routes for closed tickets, and they need an admin.
Two: the ticket is archived
Older tickets move to an archived state where editing behaves differently. The same redaction that works on a recent ticket fails here.
Three: the selection spans elements
Selecting across a formatted block, a signature or an embedded image can produce a selection that cannot be cleanly replaced. Selecting the specific text alone usually succeeds.
Four: something is happening to the ticket
An update in progress, an integration writing to it, or another agent editing at the same moment. Waiting and retrying resolves this one.
What to try, in order
- Check the ticket status.
- Retry with a narrower selection.
- Reload and try once more.
- Ask an admin, who has options an agent does not.
If it still fails
Send pluscloud support the ticket number, the exact error, and what you were trying to redact. On something sensitive, say so, and we will treat it accordingly.
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