RFC: Full ticket view when replying?

RT Users
1

Hi all,

yes, it’s me again. How useful would others on the list find an option
that would allow you to show the full ticket while replying
to/commenting on it?

Basically, there are two possibilities:

  1. Add the ticket below the normal text box, sprip & recipient options
  2. Put the text box in-line as, for example, GMail does

I find myself opening the ticket in another tab to cross-reference very
often so I’d like such a thing, no idea how that could tie into the way
others work, though.

Richard

2

Hi all,

yes, it’s me again. How useful would others on the list find an option
that would allow you to show the full ticket while replying
to/commenting on it?

RT-AjaxyReplyPage in bps svn may be what you want

3

RT-AjaxyReplyPage in bps svn may be what you want

Will look at it, thanks.

Richard

4

– Jesse Vincent wrote:

  1. Add the ticket below the normal text box, sprip & recipient options
  2. Put the text box in-line as, for example, GMail does

I find myself opening the ticket in another tab to cross-reference

RT-AjaxyReplyPage in bps svn may be what you want

We also end up opening the Reply link in a new tab in order to refer
to the entire Correspondence history when composing a new Reply or
Comment, so we wanted the composition box on the same screen as the
rest of the History.

I installed the RT-AjaxyReplyPage plugin but honestly could not see
how in the world that plugin relates to this request. As far as I
could tell, that plugin only uses “ahah” to try to activate some form
choices immediately, without leaving the current page. In no way that
I could see does it show you all the Correspondence on the ticket on
the same screen as the compose box for a new message.

So, in order to show all “History” while composing in RT 3.8.4, I
copied “html/Ticket/Update.html” to a “local” file, and then around
line 161, after the tag that closes the PreviewScrips template
inclusion, I added:

<& /Ticket/Elements/ShowHistory ,
  Ticket => $TicketObj,
  ShowHeaders => $ARGS{'ShowHeaders'},
  URIFile => 'History.html',
  Attachments => $attachments,
  AttachmentContent => $attachment_content
&>

% $m->callback( %ARGS,
                      CallbackName => 'AfterShowHistory',
                      Ticket => $TicketObj,
                      current_tab => 'Ticket/History.html?id=' .

$TicketObj->id );

and then inside the <%INIT> section, add these lines:

my $attachments = $m->comp(‘Elements/FindAttachments’, Ticket => $TicketObj);
my $attachment_content = $m->comp(‘Elements/LoadTextAttachments’,
Ticket => $TicketObj);

Then it will work for privileged users. If you want the same effect
for nonprivileged users in the /SelfService/ area, then you need to
copy “html/SelfService/Update.html” to a “local” file and add this in
between the closing tag and the opening <%INIT> tag:

<& /Ticket/Elements/ShowHistory,
Ticket => $Ticket,
URIFile => “Display.html”,
ShowHeaders => $ARGS{‘ShowHeaders’},
DownloadableHeaders => 0,
AttachPath => “Attachment”,
Attachments => $attachments,
UpdatePath => “Update.html”
&>

then add this line inside the <%INIT> section:

my $attachments = $m->comp( '/Ticket/Elements/FindAttachments',

Ticket => $Ticket );

now SelfService users will see History on same screen while replying.

5

Also known as side-by-side:

http://web.mit.edu/tooltime/presentations/itp/rt.html

There are threads in the archives about this

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