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

Tue Mar 25 11:03:40 EDT 2008

I originally sent this email to Kenneth without realising he CC'd his
email to this mailing list, so I am sending this email to the list now:

Firstly, sorry for the delay in replying - last Friday was good Friday,
then the weekend, and this Monday being another bank holiday has lead to
a long delay in getting back to work.

FYI the failure email I got contained:

'This is the mail system at host diesel.bestpractical.com.

I'm sorry to have to inform you that your message could not be delivered
to one or more recipients. It's attached below.

For further assistance, please send mail to postmaster.

If you do so, please include this problem report. You can delete your
own text from the attached returned message.

The mail system

<rt-users at diesel.bestpractical.com> (expanded from

<rt-users at lists.bestpractical.com>): mail forwarding loop for

rt-users at diesel.bestpractical.com'

I remember getting an email saying my email had been successfully
received by the list; but then this one came later so I got a bit
confused.

The issue here isn't how I store the email content - as this is a test
installation of RT, I am currently dealing with emails through the
traditional support inbox, and then copying their contents over to
comments in tickets that I create in RT as part of this test.
Autocreation of tickets via emailing RT has already been successfully
tested, but this will only be brought into action fully when the
decision is made to move support email address to RT, so for now I'll
still be using comments.

The issue is merely how comments (and presumably replies) are displayed
to the user in the ticket's history. If I create a 'reply' to a comment
(note: this is not a reply in RT parlance, i.e. a reply email to the
ticket; but creation of a comment by clicking a particular comment's
'comment' link), I expect History to have a view that visually
associates this comment 'reply' with the original comment. I have
attached a gif illustration of what I mean
.

Philip Haworth
Support Developer
Scout Solutions Software Ltd
01905 361 500
philiphaworth at scoutsolutions.co.uk
<mailto:philiphaworth at scoutsolutions.co.uk> 
scoutclientsupport at scoutsolutions.co.uk
<mailto:scoutclientsupport at scoutsolutions.co.uk> 

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-----Original Message-----

From: Kenneth Crocker [mailto:KFCrocker at lbl.gov
<mailto:KFCrocker at lbl.gov> ]

Sent: 20 March 2008 17:01

To: Philip Haworth

Cc: rt-users at lists.bestpractical.com

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

Philip,

I received your email yesterday, so the failure notice you got didn't
stop your email from getting to the user's group.

I'm not sure what advantage you get from altering the way RT stores it's
replies. Both are part of ticket history and both have separate rights
control of what a user can see in that history (you can set it so a user
can see neither, either, or both). You can also alter the chronology
from ascending to descending. I suppose it's my lack of understanding of
how your method is supposed to be better than the built-in abilities
that RT has that keeps me from being able to help you accurately. So,
let me ask; what is the supposed advantage of storing an email as a
comment as opposed to leaving it be? Why does the requestor sending a
second, clarifying email upset the apple cart? With those answers, I
might be able to steer you in an acceptable direction.

Kenn

LBNL

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