Reducing noise in ticket history

Richard_Brady · June 22, 2007, 8:25am

Hi folks

Just installed RT for the first time, very nice piece of software.

My team does IT support and operates mostly via email, often messages end up
with several emails worth of history attached to the bottom, along with all
the email disclaimers and other noise.

Is there any way of hiding this (perhaps like gmail does) in RT, so
that each entry contains only the non-quoted part?
Can history entries be expanded / collapsed?
Is there any support for HTML email?

Regards,
Richard

Richard Brady
T: +44 (0)7771 623 348
E: rnbrady@gmail.com

D.J.Rickard · June 22, 2007, 4:22pm

I created a thread about this in April, suggesting the history could be
collapsed. I think there was a feeling it could be done and was
desirable, but it would need someone with the time and ability to carry
it out.

http://lists.bestpractical.com/pipermail/rt-users/2007-April/045361.html

Regards
David RickardFrom: Richard Brady [mailto:rnbrady@gmail.com]
Sent: 22 June 2007 09:26
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Reducing noise in ticket history

Hi folks

Just installed RT for the first time, very nice piece of software.

My team does IT support and operates mostly via email, often messages
end up with several emails worth of history attached to the bottom,
along with all the email disclaimers and other noise.

Is there any way of hiding this (perhaps like gmail does) in RT,
so that each entry contains only the non-quoted part?
Can history entries be expanded / collapsed?
Is there any support for HTML email?

Regards,
Richard

Richard Brady
T: +44 (0)7771 623 348
E: rnbrady@gmail.com

Toby_Darling · June 26, 2007, 8:28am

Hi David

I created a thread about this in April, suggesting the history could be
collapsed. I think there was a feeling it could be done and was
desirable, but it would need someone with the time and ability to carry
it out.

I’ve got a trivial (4 line) change to
html/Ticket/Elements/ShowTransaction that implements this, using the
existing javascript ‘onClick="hideshow…’ that’s used to hide/show the
tabs, but its based on a 3.4.1 installation. I’ve no idea what’s
required to port this to 3.6.x. Let me know if you’d like details.

Cheers
Toby
…

Stefan_Hornburg · June 26, 2007, 8:33am

Toby Darling wrote:

Hi David

I created a thread about this in April, suggesting the history could be
collapsed. I think there was a feeling it could be done and was
desirable, but it would need someone with the time and ability to carry
it out.

I’ve got a trivial (4 line) change to
html/Ticket/Elements/ShowTransaction that implements this, using the
existing javascript ‘onClick="hideshow…’ that’s used to hide/show the
tabs, but its based on a 3.4.1 installation. I’ve no idea what’s
required to port this to 3.6.x. Let me know if you’d like details.

Well, i would like to see details as this would be a very nice feature.

Regards
Racke

LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team

Toby_Darling · June 26, 2007, 9:09am

Stefan Hornburg wrote:

Toby Darling wrote:

Hi David

I created a thread about this in April, suggesting the history could be
collapsed. I think there was a feeling it could be done and was
desirable, but it would need someone with the time and ability to carry
it out.

I’ve got a trivial (4 line) change to
html/Ticket/Elements/ShowTransaction that implements this, using the
existing javascript ‘onClick="hideshow…’ that’s used to hide/show
the tabs, but its based on a 3.4.1 installation. I’ve no idea what’s
required to port this to 3.6.x. Let me know if you’d like details.

Well, i would like to see details as this would be a very nice feature.

No problem. Sorry, it’s a tad more involved than I remembered …

These are diffs between /usr/share/request-tracker3.4/ and
/usr/local/share/request-tracker3.4/ so lines starting ‘<’ are original,
‘>’ are mine. I’m sure there are better / cleaner solutions, but this
works for us.

html/Elements/Header:

65a66

document.getElementById(idstring).scrollIntoView(true);

71,78c72,79
< % if ($Focus) {
< ONLOAD="
< var tmp = (document.getElementsByName(‘<% $Focus %>’));
< if (tmp.length > 0) tmp[tmp.length-1].focus();
< "
< % }
< >
<

%# if ($Focus) {
%#ONLOAD="
%#var tmp = (document.getElementsByName(‘<% $Focus %>’));
%#if (tmp.length > 0) tmp[tmp.length-1].focus();
%#"
%#% }
%#>
<table width="100%" border="0" cellspacing="0" cellpadding="0"

background=“<%$RT::WebImagesURL%>/backg.gif”>

html/Ticket/Elements/ShowTransaction:

47c47
<

54a55

58c59
<

<TD

id=“element-<%$id%>” colspan=5>
74a76

$DisplayPath => $RT::WebPath.“/Ticket/Display.html”
85c87
<
my $id = rand(2000);
…

#<%
$LastTransaction ? ‘ ’ : ’ ’ |n %>

<A

NAME=“txn-<%$Transaction->Id%>” href=“#txn-<%$Transaction->Id%>”
onClick=“hideshow(‘<%$id%>’)”>#<% $LastTransaction ? ‘ ’ : ’ ’ |n %>

Richard_Brady · June 26, 2007, 10:15am

Thanks, this is super, will try and apply to 3.6 sometime this week.On 6/26/07, Toby Darling darling@ccdc.cam.ac.uk wrote:

Well, i would like to see details as this would be a very nice
feature.

No problem. Sorry, it’s a tad more involved than I remembered …

Richard Brady
T: +44 (0)7771 623 348
E: rnbrady@gmail.com

D.J.Rickard · June 26, 2007, 1:48pm

Thanks, I’ll see how that works on our install.

David RickardFrom: Toby Darling [mailto:darling@ccdc.cam.ac.uk]
Sent: 26 June 2007 10:10
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reducing noise in ticket history

Stefan Hornburg wrote:

Toby Darling wrote:

Hi David

I created a thread about this in April, suggesting the history could
be
collapsed. I think there was a feeling it could be done and was
desirable, but it would need someone with the time and ability to
carry
it out.

I’ve got a trivial (4 line) change to
html/Ticket/Elements/ShowTransaction that implements this, using the
existing javascript ‘onClick="hideshow…’ that’s used to hide/show
the tabs, but its based on a 3.4.1 installation. I’ve no idea what’s
required to port this to 3.6.x. Let me know if you’d like details.

Well, i would like to see details as this would be a very nice
feature.

No problem. Sorry, it’s a tad more involved than I remembered …

These are diffs between /usr/share/request-tracker3.4/ and
/usr/local/share/request-tracker3.4/ so lines starting ‘<’ are original,

‘>’ are mine. I’m sure there are better / cleaner solutions, but this
works for us.

html/Elements/Header:

65a66

document.getElementById(idstring).scrollIntoView(true);

71,78c72,79
< % if ($Focus) {
< ONLOAD="
< var tmp = (document.getElementsByName(‘<% $Focus %>’));
< if (tmp.length > 0) tmp[tmp.length-1].focus();
< "
< % }
< >
<

%# if ($Focus) {
%#ONLOAD="
%#var tmp = (document.getElementsByName(‘<% $Focus %>’));
%#if (tmp.length > 0) tmp[tmp.length-1].focus();
%#"
%#% }
%#>
<table width="100%" border="0" cellspacing="0" cellpadding="0"

background=“<%$RT::WebImagesURL%>/backg.gif”>

html/Ticket/Elements/ShowTransaction:

47c47
<

54a55

58c59
<

<TD

id=“element-<%$id%>” colspan=5>
74a76

$DisplayPath => $RT::WebPath.“/Ticket/Display.html”
85c87
<
my $id = rand(2000);
…

#<%

$LastTransaction ? ‘ ’ : ’ ’ |n
%>

<A

NAME=“txn-<%$Transaction->Id%>” href=“#txn-<%$Transaction->Id%>”
onClick=“hideshow(‘<%$id%>’)”>#<% $LastTransaction ? ‘ ’ : ’ ’ |n %>