As a user of other systems just starting to look at RT, can someone
please point me in the right direction here?
What I want to do is make the default view of an individual ticket to
just display the transaction headers and use the [show] style of link
that you get with emails to display the transaction content. It would
be nice to be able to switch between the standard expanded view and the
collapsed view as well.
I appreciate this will probably require local configuration, but would
appreciate a pointer or to know if anyone else has done this?
Thanks
David
Just giving this a bump in case anyone has any ideas…
As a user of other systems just starting to look at RT, can someone
please point me in the right direction here?
What I want to do is make the default view of an individual ticket to
just display the transaction headers and use the [show] style of link
that you get with emails to display the transaction content. It would
be nice to be able to switch between the standard expanded view and
the
David,
What is the use case for this? The transaction headers without the
content seems to be not very useful. That means that everyone will
be clicking the “show” button for transaction content after transaction
content. I can assure you that unless you are fortunate enough to have
robotic automatons as your users who can be programatically trained,
you will need to routinely look at far more that just the headers.
That being said, we have setup a couple of toggles that control the
verbosity of the ticket display, but without your use-case it is hard
to determine if these changes would be applicable.
KenOn Thu, Apr 19, 2007 at 01:35:25PM +0100, D.J.Rickard@brighton.ac.uk wrote:
Just giving this a bump in case anyone has any ideas…
As a user of other systems just starting to look at RT, can someone
please point me in the right direction here?
What I want to do is make the default view of an individual ticket to
just display the transaction headers and use the [show] style of link
that you get with emails to display the transaction content. It would
be nice to be able to switch between the standard expanded view and
the
collapsed view as well.
I appreciate this will probably require local configuration, but would
appreciate a pointer or to know if anyone else has done this?
Thanks
David
The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Chris,
We have been using the “reverse history ordering” to help put the
item that needs work at the top of the History display. I do agree
with you that to make this responsive, having the browser use
javascript to hide the content until needed would be optimal and
minimize rt/db roundtrip communication.
KenOn Thu, Apr 19, 2007 at 08:12:56AM -0500, Chris Dunning wrote:
Ken -
I don't know what David's specific needs are, but this could be very
useful for my situation. We often have tickets that involve a lot of
back-and-forth with the customer to determine what the problem is and
what we need to do about it. Once the problem is defined and a task is
defined, the ticket may be passed to someone else to actually complete
the task. In such cases, it would be useful to show a collapsed view
like David is suggesting so that the person actually doing the work can
know at a glance what needs to be done. We also have clients on insist
on quoting 8 pages of text for a 1 sentence reply and it would be handy
to have a “hide” link to put that away. Neither of these are really
“needs”, but would be nice additions to the UI. David may have
other/better reasons.
The existing "show" links open the target in a new window. For
showing the full email with headers that makes sense, but on this
collapsed view I would rather see it done with javascript. It could be
done by loading the entire page, marking the “collapsed” sections with
visibility=hidden, or by loading some placeholder cells and using
ajax-like techniques and the existing REST interface to retrieve the
text as it’s needed. In either case it would not be hard to write a
looping function to “show all” or “hide all.”
I could write the HTML and JavaScript to make this happen if someone
else can provide the Perl. I already have JavaScript systems in place
that interface with RT’s REST interface for our internal time tracking
and billing systems.
Kenneth Marshall wrote:
David,
What is the use case for this? The transaction headers without the
content seems to be not very useful. That means that everyone will
be clicking the “show” button for transaction content after transaction
content. I can assure you that unless you are fortunate enough to have
robotic automatons as your users who can be programatically trained,
you will need to routinely look at far more that just the headers.
That being said, we have setup a couple of toggles that control the
verbosity of the ticket display, but without your use-case it is hard
to determine if these changes would be applicable.
Ken
On Thu, Apr 19, 2007 at 01:35:25PM +0100, D.J.Rickard@brighton.ac.uk wrote:
Just giving this a bump in case anyone has any ideas…
As a user of other systems just starting to look at RT, can someone
please point me in the right direction here?
What I want to do is make the default view of an individual ticket to
just display the transaction headers and use the [show] style of link
that you get with emails to display the transaction content. It would
be nice to be able to switch between the standard expanded view and
the
collapsed view as well.
I appreciate this will probably require local configuration, but would
appreciate a pointer or to know if anyone else has done this?
Thanks
David
The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Ken, no - no robots here! (well, maybe a few…)
Maybe I have got the description wrong, what I am looking for is to
condense the view so that what you see is a summary of the transactions
on a ticket then you can “show” the details. This would make it easy to
scan the whole ticket just reading the items that interest you. I would
also want it to be toggled on/off for the times you want to read the
whole ticket. It just makes it easy to get an overview of what has
happened on a ticket rather than trawling through potentially long
entries, such as log files and so on,
I was looking at the way the automatic entries for emails are displayed,
so the collapsed entry would need the subject line to have been entered
meaningfully rather than accepting the default, or maybe to show a
“transaction type” custom field instead, so a ticket would look like
this:
[Heading details…]
date, time djr - Ticket created
date, time djr - investigated [show]
date, time RT - email sent [show]
date, time abc - note [show]
date, time djr - change applied [show]
date, time RT - email sent [show]
date, time djr - resolved
In the first instance I was just looking for the overview style of
ticket display.
Maybe the toggles you say you have in use would be what I need?
David Rickard-----Original Message-----
From: Kenneth Marshall [mailto:ktm@rice.edu]
Sent: 19 April 2007 13:49
To: Rickard David
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Collapsed View of Ticket?
David,
What is the use case for this? The transaction headers without the
content seems to be not very useful. That means that everyone will
be clicking the “show” button for transaction content after transaction
content. I can assure you that unless you are fortunate enough to have
robotic automatons as your users who can be programatically trained,
you will need to routinely look at far more that just the headers.
That being said, we have setup a couple of toggles that control the
verbosity of the ticket display, but without your use-case it is hard
to determine if these changes would be applicable.
Ken
aybe I have got the description wrong, what I am looking for is to
condense the view so that what you see is a summary of the
transactions
on a ticket then you can “show” the details. This would make it easy
to
scan the whole ticket just reading the items that interest you. I
would
also want it to be toggled on/off for the times you want to read the
whole ticket. It just makes it easy to get an overview of what has
happened on a ticket rather than trawling through potentially long
entries, such as log files and so on,
The way I see this being useful would be to have every transaction
toggled “closed” EXCEPT the most recent correspondence added. (Or
perhaps the most recent correspondence and also the most recent
comment.)
I’ve noticed that tickets with many transactions take for-e-ver to load
(because each transaction is a separate DB query) so the idea would only
be worthwhile if it could be optimized such that transaction content is
only queried when the expansion is toggled.
just a thought,
Ole
/Ole Craig
Security Engineer
Team lead, customer support
ocraig@stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 fax
www.stillsecure.com
I’ve noticed that tickets with many transactions take for-e-ver to load
(because each transaction is a separate DB query) so the idea would only
be worthwhile if it could be optimized such that transaction content is
only queried when the expansion is toggled.
Perhaps this would help:
http://wiki.bestpractical.com/index.cgi?HideSystemTransactionsSometimes
It hides RT_System messages on the main display, but not the History tab.
Regards,
joe
Joe Casadonte
joe.casadonte@oracle.com
========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========
Joe, I’m looking over your wiki link below and have a question. I don’t
know a thing about the way rt overlays local files at runtime, so be patient.
Step 1 creates local/html/Ticket and step 3 copies the original
Display.html file into it from share/html/Ticket.
In step 4 we make changes to Display.html in the “share” tree but leave the
one we copied into “local” tree. I would have thought that a file in the
“local” tree takes precedence over one in the “share” tree and so we would
leave the original alone and modify the “local” version. Is my assumption
about how this works backwards or should step 4 have us modifying the
“local” version instead of the “shared” version?
Thanks,
Gene
At 06:09 PM 4/29/2007, Joe Casadonte wrote:>On 4/19/2007 2:26 PM, Ole Craig wrote:
I’ve noticed that tickets with many transactions take for-e-ver to load
(because each transaction is a separate DB query) so the idea would only
be worthwhile if it could be optimized such that transaction content is
only queried when the expansion is toggled.
Perhaps this would help:
Request Tracker Wiki
It hides RT_System messages on the main display, but not the History tab.
–
Regards,
joe
Joe Casadonte
joe.casadonte@oracle.com
========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========
The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media. Buy a
copy at http://rtbook.bestpractical.com
Gene LeDuc, GSEC
Security Analyst
San Diego State University
Is my assumption about how this works backwards or should step 4 have
us modifying the “local” version instead of the “shared” version?
Gah! Cut-and-paste error on my part. You should be editing the LOCAL
file, of course. Sorry!
Regards,
joe
Joe Casadonte
joe.casadonte@oracle.com
========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========