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<DIV dir=ltr align=left><SPAN class=812165313-18032008><FONT face=Arial><FONT
size=2><SPAN class=898015112-20032008><FONT color=#0000ff>Note: This is a second
attempt to send this email after delivery failure without a reason given for the
first attempt.</FONT></SPAN></FONT></FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=812165313-18032008><FONT face=Arial><FONT
size=2><SPAN class=898015112-20032008></SPAN></FONT></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=812165313-18032008><FONT face=Arial><FONT
size=2>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.</FONT></FONT></SPAN></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=812165313-18032008></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=812165313-18032008>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opening comment in order to indicate that the original email has been superseded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.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=812165313-18032008></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=812165313-18032008>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.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=812165313-18032008></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=812165313-18032008>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.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=812165313-18032008></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=812165313-18032008>Thanks for any
help.</SPAN></FONT></DIV>
<BR>
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