Customize Ticket History

RT Users
1

Hello everybody

Is there any way to customize the ticket History ?

for ex. i would like to hide the system messages for the ticket for users

else the whole overview about the tickets will be lost

best regards john

View this message in context: http://old.nabble.com/Customize-Ticket--History-tp32167894p32167894.html

2

hi John,
i do something like what you need in the ticket.css:
just add
visibility:hidden
in the unnecessary div’s css.
Do mind that RT uses the same CSS for a couple of places (like the ticket’s
main tab uses the same as ticket history tab) so if you flush it, it’ll be
gone from both places. If thats a problem you would probably need to branch
your /Ticket/display.html and /ticket/history.html to point to different
Ticket/elements/showhistory and add div tags so you can differentiate.
Hope this helps, this is how i do it, maybe not the best, bot it works for
us (=
Regards,
Daniel O.T.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of john s.
Sent: Monday, August 01, 2011 10:35 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Customize Ticket History [faked-from]

Hello everybody

Is there any way to customize the ticket History ?

for ex. i would like to hide the system messages for the ticket for users

else the whole overview about the tickets will be lost

best regards john

View this message in context:
http://old.nabble.com/Customize-Ticket--History-tp32167894p32167894.html

2011 Training: http://bestpractical.com/services/training.html

3

Hello everybody

Is there any way to customize the ticket History ?

for ex. i would like to hide the system messages for the ticket for users

else the whole overview about the tickets will be lost

best regards john

Try my extension:

-Chris

4

Hello Chris

Thnx i’ll have a look

best regards john s.
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5

Okay i have installed the History Extension from you Chris

but i don’t understand in which way the plugin work.

i want to filter out some messages from the history for an specific user
group

but for admins it should be still display all messages

so in which way i’ll have to do this?

best regards john s.
View this message in context: http://old.nabble.com/Customize-Ticket--History-tp32167894p32248348.html

6

Okay i have installed the History Extension from you Chris

but i don’t understand in which way the plugin work.

As far as I recall it hides specific type of transactions from
Display.html, but people still can see full history from History.html.

i want to filter out some messages from the history for an specific user
group

If you want to hide some specific reply from particular group then
this extension wouldn’t help you. RT has Comment/Correspond concepts
to split conversation into two parallel threads. Rights allow you to
setup who can see only corresponds or everything.

but for admins it should be still display all messages

so in which way i’ll have to do this?

best regards john s.
Best regards, Ruslan.

7

@Ruslan:

is for future releases for RT sth planned that is possible to filter the
history in a more customize way?

best regards john s.

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8

I don’t think we have any plans to implement anything like this. It just
doesn’t feel right.

Regards, Ruslan. From phone.

@Ruslan:

is for future releases for RT sth planned that is possible to filter the
history in a more customize way?

best regards john s.

–
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