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

[Kenneth Crocker]

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

On 3/20/2008 5:53 AM, Philip Haworth wrote:
> Note: This is a second attempt to send this email after delivery failure 
> without a reason given for the first attempt.
>  
> 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 superseded with this new email; entered the email in then submitted the 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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