[rtir] Using callbacks to modify how the correspondence transactions are displayed while viewing a ticket

Jim Brandt jbrandt at bestpractical.com
Mon Sep 19 15:38:16 EDT 2016

You'll find the RTIR code installed in local/plugins/RT-IR.

For what you're trying to do, you'll probably end up evaluating each 
transaction in the history. You might be able to start by looking at 
this existing callback:


Since there is an existing callback, you would need copy and modify or 
add a callback to the callback to add your code. The advantage of that 
approach is that your local change to the official RTIR file is only the 
single callback line, which is easier to port forward when you upgrade.

On 9/19/16 2:07 PM, Landon Stewart wrote:
> Hello,
> I was attempting to modify how a ticket is shown
> at https://rtir.domain.com/RTIR/Display.html?id=xxxxxxx using the
> information from here:
> https://rt-wiki.bestpractical.com/wiki/CustomizingWithCallbacks
> I quickly realized this would affect the display of tickets for RT using
> /Ticket.html?id=xxxxxx but not for RTIR.
> What it is I'm trying to do is make it so that correspondence added by
> the System User is hidden but viewable with a Show button if they wish
> to see it.  I want to do something similar to how the show outgoing
> email thing works so by default the ticket display shows only human
> communication but the System User correspondence can be shown.
> How and where does one create a callback for RTIR ticket displays where
> I can modify the output if the user who created the transaction is the
> System User?
> --
> Landon Stewart
> Lead Analyst - Abuse and Security Management
> 📧 lstewart at internap.com <mailto:lstewart at internap.com>
> 🌍 www.internap.com <http://www.internap.com>
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017

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