By default, I sort ticket History so that the newest entry is at the top.
However, I would like to be able to have the original request visible when
I first open a ticket. Does anyone have any suggestions for achieving this?
In other words, the Display tab of a ticket would have a section containing
the first comment/description, but the History section would still be
sorted with newest item at the top of the list.
Total shot in the dark here, but one idea might be to create a custom field (of type: “text”), and copy the initial request into that upon ticket creation (via a Scrip).
You could probably truncate the text to keep it fairly small, with a “more” link that hyperlinks to the initial question. To do this, I’m betting you would need to run the Scrip in batch mode though, so you would have access to the new ticket number and transaction id (e.g. http://rt.example.com/Ticket/Display.html?id=41408#txn-1989052)
If you wanted to get really fancy, you could look into incorporating a gist-ing routine instead of merely truncating – that would be very [geeky] cool!
-
BrentFrom: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Chris McClement
Sent: Sunday, December 4, 2016 6:26 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Adding ticket “Description” to the top of the page
By default, I sort ticket History so that the newest entry is at the top. However, I would like to be able to have the original request visible when I first open a ticket. Does anyone have any suggestions for achieving this? In other words, the Display tab of a ticket would have a section containing the first comment/description, but the History section would still be sorted with newest item at the top of the list.