[rt-users] RT 3.6.4 - Threading of comments in a ticket's history?

[Drew Barnes]

I have installed Dirk Pape's fork patch and just fork a new ticket in 
this instance.  I then resolve the original and everything is still 
preserved.

Philip Haworth wrote:
> Note: This is a second attempt to send this email after delivery 
> failure without a reason given for the first attempt.
>  
> Hello, I am currently testing Request Tracker in the hopes that it 
> will be the Issue Tracker system that the small company I work for 
> will settle with, to deal with support requests and then other uses as 
> they would arise.
>  
> During working on one support ticket, I came across a minor issue: At 
> the moment I am storing emails from the client as Comments in the 
> ticket, and I had generated a fair number of History items for the 
> ticket I was working on. I found that the client had send a second 
> email clarifying her original support request, straight after the 
> original email had been sent - however as I wasn't aware of this email 
> at the time, it hadn't been added to the ticket straight after the 
> opening comment of her original email. I then used the Comment link of 
> the opening comment in order to indicate that the original email has 
> been superseded with this new email; entered the email in then 
> submitted the Comment. Unfortunately this comment was the appended to 
> the end of the History list for the current ticket - this wasn't what 
> I was after.
>  
> I wanted the comment I added to be displayed under the 
> original comment to indicate that it was a 'reply' to the original 
> comment - otherwise someone having a quick overview of the ticket 
> might not realise that the client had sent a second email clarifying 
> her first.
>  
> Basically I'm after a threaded view of the relationship between the 
> ticket comments (as used in Newsgroups), when I use the specialised 
> Comment links rather than the overall ticket Comment link. Is this 
> something that's in RT's settings, or is it outside the current spec 
> of RT? Unfortunately I'm just a user of the system and don't have the 
> knowledge to program RT itself, but I can talk to the RT administrator 
> if any required code changes are easy enough.
>  
> Thanks for any help.
>
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