[rt-users] Ticket history view: toggle all, comments / correspondence

[ktm at rice.edu]

On Thu, Apr 16, 2015 at 09:06:13PM +0000, Karres, Dean wrote:
> Hi,
> 
> We hope to replace an ancient, homegrown ticketing system with RT.  There is a feature in the old system that my boss hopes is available in RT.  This is the idea of a "worklog".  Not every queue or ticket will require such a thing.  It might be possible that the "Comments" in RT will suffice.  Is it possible to look a ticket's History and see ONLY the comments?  It doesn't look like it but I have missed other obvious stuff recently.
> 
> I have seen the History Filter and Brief History extensions but I do not see how they work really.  I am not sure they really apply here.  I looked at creating a custom Search that would perhaps display the concatenated comment thread for each ticked in a queue but how to do that was not obvious
> 
> Basically is it possible to toggle the History view for a tickets and see all the correspondence + comments; or only the correspondence; or only the comments?
> 
> 

Hi Dean,

I would take a look at the code for:

 Show all quoted text — Show full headers 

for the ticket display page. Either add something similar as a local mod
or re-purpose an existing toggle for your use. We did this in an earlier
version to allow the ticket display to filter the meta-data changes out
of the history display to speed up rendering. That functionality was added
to the base system in more recent releases, but the changes were quite
simple.

Regards,
Ken