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

Tue Mar 25 11:05:08 EDT 2008

Thanks for the reply Drew, I have read up the thread I think you are
refering to
(http://www.gossamer-threads.com/lists/rt/users/16448?search_string=Dirk
%20Pape%20fork;#16448), however this is not the issue.

My request for a threaded History view is just a visual display of
information - the ticket itself is still valid, it does not need forking
at all, there are no separate issues to deal with. This is just an issue
of visually associating a child comment in a ticket (that has been
created by clicking the 'comment' link of a parent comment) with the
parent comment.

Philip Haworth
Support Developer
Scout Solutions Software Ltd
01905 361 500
philiphaworth at scoutsolutions.co.uk
scoutclientsupport at scoutsolutions.co.uk

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-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: 20 March 2008 17:21
To: Philip Haworth
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
history?

I have installed Dirk Pape's fork patch and just fork a new ticket in
this instance.  I then resolve the original and everything is still
preserved.

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 been superseded with this new email; entered the email in then 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