[rt-users] Making ticket history easier to read
Alex Hall
ahall at autodist.com
Tue Oct 4 10:31:49 EDT 2016
Sorry to ask something I've already posted about, but this is the last
major area my boss and coworkers are all continuing to ask me about. It's
also one area on which I can find nothing at all.
People want the ticket history to read more like a forum or instant message
conversation, rather than an email reply chain with tons of extra links.
Just for two replies on a ticket, here's what we all see:
Tue Oct 04 10:11:37 2016 ahall (Alex Hall) - Correspondence added
[Reply] [Comment] [Forward]
Download (untitled)
/
with headers
text/plain 121B
[my response]
#
Tue Oct 04 10:02:58 2016 username (First Last) - Correspondence added
[Reply] [Comment] [Forward]
Subject:
RE: [IT #97] subject of the ticket
To:
ITQueueEmail at domain.com
Date:
Tue, 4 Oct 2016 10:00:57 -0400
From:
"username" <email at domain.com>
Download (untitled)
/
with headers
text/plain 130B
Download (untitled)
/
with headers
text/html 1.9KiB
what username said
All that is just for TWO responses. When three or four people are on a
ticket, talking back and fourth, it quickly becomes a mess of extraneous
text through which everyone has to wade just to find information.
Alternatively, what we're hoping to find is a way to make it read more like
this:
On Tue, Oct 4 2016 at 10:11 AM, Alex Hall (ahall) said:
my reply text
on Tue, Oct 4 2016 at 10:02 AM, First Last (username) said:
what username said
And that's it. I can't tell you how much easier this would make the lives
of all our customer service people in particular, but of everyone using RT
at this company as well. At this point, I'm even willing to edit source
code, but I have no idea where to start. If anyone has any suggestions or
ideas, I'd love to hear them. Thanks in advance.
--
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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