[rt-users] Filtering out unneeded info from ticket

[Chris Hall]

Thanks Raed and Torsten, I took a little bit of both.  I ended up editing
Ticket/Elements/ShowHistory with:

} else {
  $Transactions = $Ticket->Transactions;
  if ($r->uri =~ /History\.html/) {
  } else {
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment');
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
  }
}

so that the "full" history would be shown if the history link was clicked,
as alluded to in Torsten's link. (I couldn't seem to get the Callbacks
working for some reason.. maybe I just needed to restart apache?)  so with
this code, only the added comments are shown unless you are looking from the
history link, in which case everything is shown.. seems to work pretty well.
 I'll keep looking later though, as I'd rather get the callbacks working
instead.  Thanks for the help guys.

On Thu, May 13, 2010 at 11:06 AM, Raed El-Hames <rfh at vialtus.com> wrote:

> Hi Chris;
>
> The value of the information you want to hide is only appreciated when you
> need it.
> But its possible to remove them from the ticket history by editing:
> Ticket/Elements/ShowHistory
> In the <%INIT> section  change:
> } else {
>   $Transactions = $Ticket->Transactions;
> }
>
> to
> } else {
>   $Transactions = $Ticket->Transactions;
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment);
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
> }
>
> Regards;
>
> Roy
>
> Chris Hall wrote:
>
>> How can I filter from the history information I don't want to see?  For
>> example.. snippet from a recent ticket:
>>
>> Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new'
>> to 'open'
>> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-708>Mon May 10
>> 10:26:17 2010 Allen Stevens - Given to Allen Stevens
>> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-720>Mon May 10
>> 10:33:04 2010 Allen Stevens - Queue changed from Corporate Support to
>> Central Office
>> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-721>Mon May 10
>> 10:33:05 2010 The RT System itself - Outgoing email recorded
>>
>> Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody
>>
>> They only want to see like... correspondence/comments.  So where would I
>> want to go to start filtering out all the "other" stuff from history when
>> they look at the ticket?
>>
>
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