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

[Philip Haworth]

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superseded with this new email; entered the email in then submitted the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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