[rt-users] Collapsed View of Ticket?

[Kenneth Marshall]

Chris,

We have been using the "reverse history ordering" to help put the
item that needs work at the top of the History display. I do agree
with you that to make this responsive, having the browser use
javascript to hide the content until needed would be optimal and
minimize rt/db roundtrip communication.

Ken

On Thu, Apr 19, 2007 at 08:12:56AM -0500, Chris Dunning wrote:
> Ken -
> 
>     I don't know what David's specific needs are, but this could be very
> useful for my situation.  We often have tickets that involve a lot of
> back-and-forth with the customer to determine what the problem is and
> what we need to do about it.  Once the problem is defined and a task is
> defined, the ticket may be passed to someone else to actually complete
> the task.  In such cases, it would be useful to show a collapsed view
> like David is suggesting so that the person actually doing the work can
> know at a glance what needs to be done.  We also have clients on insist
> on quoting 8 pages of text for a 1 sentence reply and it would be handy
> to have a "hide" link to put that away.  Neither of these are really
> "needs", but would be nice additions to the UI.  David may have
> other/better reasons.
> 
>     The existing "show" links open the target in a new window.  For
> showing the full email with headers that makes sense, but on this
> collapsed view I would rather see it done with javascript.  It could be
> done by loading the entire page, marking the "collapsed" sections with
> visibility=hidden, or by loading some placeholder cells and using
> ajax-like techniques and the existing REST interface to retrieve the
> text as it's needed.  In either case it would not be hard to write a
> looping function to "show all" or "hide all."
> 
>     I could write the HTML and JavaScript to make this happen if someone
> else can provide the Perl.  I already have JavaScript systems in place
> that interface with RT's REST interface for our internal time tracking
> and billing systems.
> 
> Kenneth Marshall wrote:
> > David,
> >
> > What is the use case for this? The transaction headers without the
> > content seems to be not very useful. That means that everyone will
> > be clicking the "show" button for transaction content after transaction
> > content. I can assure you that unless you are fortunate enough to have
> > robotic automatons as your users who can be programatically trained,
> > you will need to routinely look at far more that just the headers.
> > That being said, we have setup a couple of toggles that control the
> > verbosity of the ticket display, but without your use-case it is hard
> > to determine if these changes would be applicable.
> >
> > Ken
> >
> > On Thu, Apr 19, 2007 at 01:35:25PM +0100, D.J.Rickard at brighton.ac.uk wrote:
> >   
> >> Just giving this a bump in case anyone has any ideas...
> >>
> >>
> >>     
> >>> As a user of other systems just starting to look at RT, can someone
> >>> please point me in the right direction here?
> >>>
> >>> What I want to do is make the default view of an individual ticket to
> >>> just display the transaction headers and use the [show] style of link
> >>> that you get with emails to display the transaction content.  It would
> >>> be nice to be able to switch between the standard expanded view and
> >>>       
> >> the
> >>     
> >>> collapsed view as well.
> >>>
> >>> I appreciate this will probably require local configuration, but would
> >>> appreciate a pointer or to know if anyone else has done this?
> >>>
> >>> Thanks
> >>> David
> >>>       
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: sales at bestpractical.com
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> >>     
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> >   
> 
>