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

Thu Mar 27 16:21:38 EDT 2008

Philip,

	Kool. I've had a few requests here for changes I just can't see doing. 
So far, I've been able to maintain a pretty good balance.

Kenn
LBNL

On 3/27/2008 2:30 AM, Philip Haworth wrote:
> K, thanks for your reply. I was mainly interested in finding out if the
> feature exists; I doubt our RT admin would want to code it himself
> anyway ;) I'm sure we will be moving our support to RT soon regardless.
> 
> 
> 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: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: 25 March 2008 16:54
> To: Philip Haworth
> Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
> history?
> 
> Philip,
> 
> 
> 	I think I understand now what you were asking. The stuff about
> the requestor sending in an adeendum threw me off. It seems the question
> is simply "can RT be configured to insert replies to comments next to
> the comment being replied on, instead of by chronological order?". If I
> am correct in understanding your question, my answer is "I've never
> heard or seen it". My understanding of history is that they are
> attachments records that can be displayed in ascending or descending
> order only. To get around that, you would probably have to get "into" RT
> and add another option and code the way that option should work. IT
> seems a bit messy, but possibly doable. I just tell my clients it's a
> built in limitation and leave it at that. They don't seem to mind as RT
> has so many other terrific features. Sorry I couldn't help.
> 
> 
> Kenn
> LBNL
> 
> On 3/25/2008 7:11 AM, Philip Haworth wrote:
>> Firstly, sorry for the delay in replying - last Friday was good 
>> Friday, then the weekend, and this Monday being another bank holiday 
>> has lead to a long delay in getting back to work.
>>
>> FYI the failure email I got contained:
>>
>> 'This is the mail system at host diesel.bestpractical.com.
>>
>> I'm sorry to have to inform you that your message could not be 
>> delivered to one or more recipients. It's attached below.
>>
>> For further assistance, please send mail to postmaster.
>>
>> If you do so, please include this problem report. You can delete your 
>> own text from the attached returned message.
>>
>>                    The mail system
>>
>> <rt-users at diesel.bestpractical.com> (expanded from
>>     <rt-users at lists.bestpractical.com>): mail forwarding loop for
>>     rt-users at diesel.bestpractical.com'
>>
>> I remember getting an email saying my email had been successfully 
>> received by the list; but then this one came later so I got a bit 
>> confused.
>>
>>
>> The issue here isn't how I store the email content - as this is a test
> 
>> installation of RT, I am currently dealing with emails through the 
>> traditional support inbox, and then copying their contents over to 
>> comments in tickets that I create in RT as part of this test.
>> Autocreation of tickets via emailing RT has already been successfully 
>> tested, but this will only be brought into action fully when the 
>> decision is made to move support email address to RT, so for now I'll 
>> still be using comments.
>>
>> The issue is merely how comments (and presumably replies) are 
>> displayed to the user in the ticket's history. If I create a 'reply' 
>> to a comment
>> (note: this is not a reply in RT parlance, i.e. a reply email to the 
>> ticket; but creation of a comment by clicking a particular comment's 
>> 'comment' link), I expect History to have a view that visually 
>> associates this comment 'reply' with the original comment. I have 
>> attached a gif illustration of what I mean.
>>
>>
>> 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: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
>> Sent: 20 March 2008 17:01
>> 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?
>>
>> 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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>>
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