[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]
RE: [IT #97] subject of the ticket
ITQueueEmail at domain.com
Tue, 4 Oct 2016 10:00:57 -0400
"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

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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