[rt-users] Making ticket history easier to read

Alex Hall ahall at autodist.com
Tue Oct 4 16:21:13 EDT 2016

Thanks guys. For the RT::Extension::HistoryFilter, where should the config
file go and what should it have? The readme says to put it in /etc, but
that doesn't seem right. Even if it is, the readme never details the
options or syntax that can be used in the file. I've installed the
extension, but see no difference thus far.

Upgrading from 4.2.8 to 4.4.x isn't an option at the moment, even if I can
get a from-source install to work. I will look at the patch the link
describes, though, and hope that an upgrade will be possible soon. Maybe
over Christmas while no one is using the system for a few days. . Thanks.

On Tue, Oct 4, 2016 at 1:20 PM, Kenneth Marshall <ktm at rice.edu> wrote:

> On Tue, Oct 04, 2016 at 07:13:12PM +0200, Joop wrote:
> > On 4-10-2016 16:31, Alex Hall wrote:
> > > 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:
> > Have a look at RT::Extension::HistoryFilter which will hide quite a bit
> > of history.
> >
> > Regards,
> >
> > Joop
> Hi,
> This functionality is included natively in newer RT releases. If just the
> few additional links are problematic, you may want to look at:
> http://wiki.bestpractical.com/view/BasicVsAdvancedInterface
> It allow you to toggle to the SelfService interface which is much more
> basic. If that does not work, you will need to take a look at the options
> to customize your local system. If you do it cleanly, then updates are
> much simpler.
> Regards,
> Ken
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017

Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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