Filtering out unneeded info from ticket

How can I filter from the history information I don’t want to see? For
example… snippet from a recent ticket:

Mon May 10 10:26:17 2010 The RT System itself - Status changed from ‘new’ to
’open’
http://rt.imctv.com/Ticket/Display.html?id=43#txn-708
Mon May 10 10:26:17 2010 Allen Stevens - Given to Allen Stevens
http://rt.imctv.com/Ticket/Display.html?id=43#txn-720
Mon May 10 10:33:04 2010 Allen Stevens - Queue changed from Corporate
Support to Central Office
http://rt.imctv.com/Ticket/Display.html?id=43#txn-721
Mon May 10 10:33:05 2010 The RT System itself - Outgoing email recorded
Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody

They only want to see like… correspondence/comments. So where would I
want to go to start filtering out all the “other” stuff from history when
they look at the ticket?

Check ths out: http://wiki.bestpractical.com/view/HideTransactions

Torsten2010/5/13 Chris Hall hiro24@gmail.com

How can I filter from the history information I don’t want to see? For
example… snippet from a recent ticket:

Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new’
to 'open’
http://rt.imctv.com/Ticket/Display.html?id=43#txn-708
Mon May 10 10:26:17 2010 Allen Stevens - Given to Allen Stevens
http://rt.imctv.com/Ticket/Display.html?id=43#txn-720
Mon May 10 10:33:04 2010 Allen Stevens - Queue changed from Corporate
Support to Central Office
http://rt.imctv.com/Ticket/Display.html?id=43#txn-721
Mon May 10 10:33:05 2010 The RT System itself - Outgoing email recorded
Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody

They only want to see like… correspondence/comments. So where would I
want to go to start filtering out all the “other” stuff from history when
they look at the ticket?

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

MFG

Torsten Brumm

http://www.brumm.me

Hi Chris;

The value of the information you want to hide is only appreciated when
you need it.
But its possible to remove them from the ticket history by editing:
Ticket/Elements/ShowHistory
In the <%INIT> section change:
} else {
$Transactions = $Ticket->Transactions;
}

to
} else {
$Transactions = $Ticket->Transactions;
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Correspond’);
$Transactions->Limit(FIELD => ‘Type’, VALUE => 'Comment);
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Create’);
}

Regards;

Roy

Chris Hall wrote:

Thanks Raed and Torsten, I took a little bit of both. I ended up editing
Ticket/Elements/ShowHistory with:

} else {
$Transactions = $Ticket->Transactions;
if ($r->uri =~ /History.html/) {
} else {
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Correspond’);
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Comment’);
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Create’);
}
}

so that the “full” history would be shown if the history link was clicked,
as alluded to in Torsten’s link. (I couldn’t seem to get the Callbacks
working for some reason… maybe I just needed to restart apache?) so with
this code, only the added comments are shown unless you are looking from the
history link, in which case everything is shown… seems to work pretty well.
I’ll keep looking later though, as I’d rather get the callbacks working
instead. Thanks for the help guys.On Thu, May 13, 2010 at 11:06 AM, Raed El-Hames rfh@vialtus.com wrote:

Hi Chris;

The value of the information you want to hide is only appreciated when you
need it.
But its possible to remove them from the ticket history by editing:
Ticket/Elements/ShowHistory
In the <%INIT> section change:
} else {
$Transactions = $Ticket->Transactions;
}

to
} else {
$Transactions = $Ticket->Transactions;
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Correspond’);
$Transactions->Limit(FIELD => ‘Type’, VALUE => 'Comment);
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Create’);
}

Regards;

Roy

Chris Hall wrote:

How can I filter from the history information I don’t want to see? For
example… snippet from a recent ticket:

Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new’
to 'open’
http://rt.imctv.com/Ticket/Display.html?id=43#txn-708Mon May 10
10:26:17 2010 Allen Stevens - Given to Allen Stevens
http://rt.imctv.com/Ticket/Display.html?id=43#txn-720Mon May 10
10:33:04 2010 Allen Stevens - Queue changed from Corporate Support to
Central Office
http://rt.imctv.com/Ticket/Display.html?id=43#txn-721Mon May 10
10:33:05 2010 The RT System itself - Outgoing email recorded

Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody

They only want to see like… correspondence/comments. So where would I
want to go to start filtering out all the “other” stuff from history when
they look at the ticket?

Hi all,

I am not sure if this is a feature of 3.8.7 or something that I’ve done!
It seems when one replies to a ticket using the RT’s web interface
previous correspondence or the original message is not inline and is not
displayed over or bellow the reply. I used to see previous messages when
replying to tickets before the upgrade.

Does anyone know what might be the problem?

Cheers,
Hossein

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

Did you click the correct link? Links on the top right of the page
do not quote, those next to a message do.

Cambridge Energy Alliance: Save money. Save the planet.

Okay thanks. Has this always been the case?

Hossein

Jerrad Pierce wrote:

Did you click the correct link? Links on the top right of the page
do not quote, those next to a message do.

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

Did you click the correct link? Links on the top right of the page
do not quote, those next to a message do.
As long as I can remember. It’s actually a very useful distinction.
It allows one to quote only the relevant bits, or nothing at all.
Quoting is IMHO antithetical to RT’s full history keeping system,
but some people are lost if not presented with a (partial)
transcript along with the the few sentences of new information :wink:

Cambridge Energy Alliance: Save money. Save the planet.

Hi Chris,

I just created an extension that is doing what you want.
You can check it out at github:

ChrisAm 13.05.2010 19:28, schrieb Chris Hall:

Thanks Raed and Torsten, I took a little bit of both. I ended up
editing Ticket/Elements/ShowHistory with:

} else {
$Transactions = $Ticket->Transactions;
if ($r->uri =~ /History.html/) {
} else {
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Correspond’);
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Comment’);
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Create’);
}
}

so that the “full” history would be shown if the history link was
clicked, as alluded to in Torsten’s link. (I couldn’t seem to get the
Callbacks working for some reason… maybe I just needed to restart
apache?) so with this code, only the added comments are shown unless
you are looking from the history link, in which case everything is
shown… seems to work pretty well. I’ll keep looking later though, as
I’d rather get the callbacks working instead. Thanks for the help guys.

That seems to work like a charm… thanks for the hard work. :)On Sat, May 15, 2010 at 7:32 PM, Christian Loos cloos@netsandbox.de wrote:

Hi Chris,

I just created an extension that is doing what you want.
You can check it out at github:
http://github.com/cloos/rt-extension-briefhistory

Chris

Am 13.05.2010 19:28, schrieb Chris Hall:

Thanks Raed and Torsten, I took a little bit of both. I ended up
editing Ticket/Elements/ShowHistory with:

} else {
$Transactions = $Ticket->Transactions;
if ($r->uri =~ /History.html/) {
} else {
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Correspond’);
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Comment’);
$Transactions->Limit(FIELD => ‘Type’, VALUE => ‘Create’);
}
}

so that the “full” history would be shown if the history link was
clicked, as alluded to in Torsten’s link. (I couldn’t seem to get the
Callbacks working for some reason… maybe I just needed to restart
apache?) so with this code, only the added comments are shown unless
you are looking from the history link, in which case everything is
shown… seems to work pretty well. I’ll keep looking later though, as
I’d rather get the callbacks working instead. Thanks for the help guys.

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com