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

Thu Mar 27 05:27:13 EDT 2008

Thanks for the fork suggestion, I'm sure something like this will happen
in the future, so its good to be aware about it.

As I have said in an earlier reply to Kenneth (I think), I am using
Comments to store client emails because I am manually c&ping (copy and
pasting) from our support inbox into RT in order to test how RT copes
with our current support procedure. Actually emailing RT itself has
already been successully tested by myself, and the support email address
will point to the RT installation when we are ready to officially move
to RT.

This visual representation issue isn't just a quirk of my particular
incorrect usage of RT; because there are special Comment and Reply links
for individual Comments and Replies History items, it would definitely
be useful to have a threaded view at some point. My main reason for
posting was to find out if there was such a feature, and there isn't, so
mission accomplished for me. I'm sure we'll be moving to RT regardless
soon.

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: 25 March 2008 15:49
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?

Re-reading your original, I think I see where our minds got crossed.  I
originally read it as a client clarifying her original request in an
email into your RT box, after you had already commented.

Upon re-reading, it now seems that she is emailing you and you are
copy/pasting her emails into the ticket history.  As a result, my fork
solution will not work since you are putting her comments into the
history.

Is there a reason you are not corresponding directly through RT?  This
is where, if a clarification comes in and it changes the ticket in such
a way that your previous comments no longer make sense, you could fork
it to a new one and disregard the older comments that no longer apply.

Philip Haworth wrote:
> 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=Di
> rk %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
>
>
> This E-mail and any attachments to it are strictly confidential and 
> intended solely for the addressee. It and they may contain information

> which is covered by legal, professional, or other privilege. If you 
> are not the intended addressee, you must not disclose, forward, copy 
> or take any action in reliance on this E-mail or its attachments. If 
> you have received this E-mail in error, please notify the sender at 
> Scout Solutions on 01905 361 500 as soon as possible and delete this 
> e-mail immediately and destroy any hard copies of it.
> Neither Scout Solutions nor the sender accepts any responsibility for 
> any virus that may be carried by this e-mail and it is the recipient's

> responsibility to scan the e-mail and any attachments before opening 
> them.
>
> If this e-mail is a personal communication, the views expressed in it 
> and in any attachments are personal, and unless otherwise explicitly 
> stated do not represent the views of Scout Solutions.
>
> Scout Solutions Software Limited is registered in England and Wales 
> number 4667857 and its registered office is Whittington Hall, 
> Whittington Road, Worcester WR5 2ZX
>
>
> -----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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