Suppressing RT System itself entries in Ticket History

Raymond_Corbett · February 22, 2013, 9:04pm

Is there a way to suppress the display of the “RT System itself” entries in Ticket Display?

The ones such as The RT System itself - Outgoing email recorded

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Ray Corbett Technology Projects Manager

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Kevin_Falcone · February 22, 2013, 9:28pm

Is there a way to suppress the display of the “RT System itself” entries in Ticket Display?

Generally or specifically?

The ones such as The RT System itself - Outgoing email recorded

Display of this is controlled by the ShowOutgoingEmail right, but keep
in mind that this also controls the box on Reply/Comment that shows
you who will get email.

If you want to prune more transactions, the SkipTransaction callback
in ShowHistory is your friend.

-kevin

Raymond_Corbett · February 22, 2013, 9:52pm

Forgive me as we are very new the all the settings that RT offers and you are very kind.

I would answer generally I would say.

We would like to see the a history list on the ticket to track replies and comments and such but do not want to see all history entries such as:
Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded
Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded
Fri Feb 22 14:10:57 2013 The RT System itself - Status changed from ‘new’ to ‘open’

You explain that this is controlled by the ShowOutgoingEmail Is this an option somewhere, or is it a file that needs edited, or other? I can see no option anywhere in RT 4.0.10 that is labeled ShowOutgoingEmail.

And you speak of SkipTransaction callback in ShowHistory. Again are these files that need edited.

Sorry I have come a long way in getting an installation that looks like it will work well for us. But just not sure if you talking of options I cant find or files that need edited.From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, February 22, 2013 4:29 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Suppressing RT System itself entries in Ticket History

Is there a way to suppress the display of the “RT System itself” entries in Ticket Display?

Generally or specifically?

The ones such as The RT System itself - Outgoing email recorded

Display of this is controlled by the ShowOutgoingEmail right, but keep in mind that this also controls the box on Reply/Comment that shows you who will get email.

If you want to prune more transactions, the SkipTransaction callback in ShowHistory is your friend.

-kevin

Kenneth_Marshall · February 23, 2013, 12:03am

Is there a way to suppress the display of the “RT System itself” entries in Ticket Display?

The ones such as The RT System itself - Outgoing email recorded

Hi Ray,

We use something like this for RT 3.8.1x:

/opt/rt3> diff local/html/Ticket/Elements/ShowHistory share/html/Ticket/Elements/ShowHistory
87,90d86
< my $trans_content = {};
< map { $trans_content->{$->TransactionId}->{$->Id} = $_ } @attachment_content;
< my $trans_attachments = {};
< map { push (@{$trans_attachments->{$->TransactionId}}, $) } @attachments;
102,106d97
< my $trans_creator = $Transaction->Creator;
< my $trans_type = $Transaction->Type;
< next if ( $trans_creator == 1 and $ShowHeaders != 1 and $trans_type ne “Create” ); # RT_System
< next if ( $trans_creator == 96711 and $ShowHeaders != 1 ); # escalate
<
108a100,105

my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;

my $trans_content = {};
grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;

124c121
< Attachments => $trans_attachments->{$Transaction->id},

          Attachments          => \@trans_attachments,

You should be able to adjust this for your needs.

Cheers,
Ken

Thomas_Sibley · February 23, 2013, 12:14am

Is there a way to suppress the display of the “RT System itself” entries in Ticket Display?

The ones such as The RT System itself - Outgoing email recorded

Hi Ray,

We use something like this for RT 3.8.1x:

/opt/rt3> diff local/html/Ticket/Elements/ShowHistory share/html/Ticket/Elements/ShowHistory

You can use a callback to do this much much cleaner and in a way that
won’t break when we update ShowHistory in an upgrade.

Those are what my coworker Kevin was pointing Ray at.

Kenneth_Marshall · February 23, 2013, 4:29pm

Is there a way to suppress the display of the “RT System itself” entries in Ticket Display?

The ones such as The RT System itself - Outgoing email recorded

Hi Ray,

We use something like this for RT 3.8.1x:

/opt/rt3> diff local/html/Ticket/Elements/ShowHistory share/html/Ticket/Elements/ShowHistory

You can use a callback to do this much much cleaner and in a way that
won’t break when we update ShowHistory in an upgrade.

Those are what my coworker Kevin was pointing Ray at.

Yes, the callback is definitely the way to go. I have not seen a post of
the needed code and I have not had time to write it myself. Hence the crude
diff with maintenance concerns during an upgrade, but actual code.

Cheers,
Ken

Joop1 · February 23, 2013, 7:58pm

Raymond Corbett wrote:

Is there a way to suppress the display of the “RT System itself”
entries in Ticket Display?

The ones such as The RT System itself – Outgoing email recorded

Have a look at RT::Extension::HistoryFilter, I think it will do exactly
what you want.

Joop

Kenneth_Marshall · February 23, 2013, 9:28pm

Raymond Corbett wrote:

Is there a way to suppress the display of the “RT System itself”
entries in Ticket Display?

The ones such as The RT System itself – Outgoing email recorded

Have a look at RT::Extension::HistoryFilter, I think it will do
exactly what you want.

Joop

Thank you for the pointer. I missed this one. It was nice to get rid of
the file edit and use a callback instead.

Regards,
Ken

Kevin_Falcone · February 25, 2013, 4:07pm

Forgive me as we are very new the all the settings that RT offers and you are very kind.

I would answer generally I would say.

We would like to see the a history list on the ticket to track replies and comments and such but do not want to see all history entries such as:
Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded
Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded
Fri Feb 22 14:10:57 2013 The RT System itself - Status changed from ‘new’ to ‘open’

You explain that this is controlled by the ShowOutgoingEmail Is this
an option somewhere, or is it a file that needs edited, or other? I
can see no option anywhere in RT 4.0.10 that is labeled
ShowOutgoingEmail.

I called it the ‘ShowOutgoingEmail right’ - It’s a right you grant to
a group/user. If you’re running around as a SuperUser (root) you’re
going to see everything unless you change code as suggested elsewhere
in the thread.

ShowOutgoingEmail is only going to suppress the Ougoing email
recorded. The status changes don’t have a right tied to them and
hiding them is unusual.

And you speak of SkipTransaction callback in ShowHistory. Again are these files that need edited.

Sorry I have come a long way in getting an installation that looks
like it will work well for us. But just not sure if you talking of
options I cant find or files that need edited.

Customizing in general is documented here
http://requesttracker.wikia.com/wiki/Customizing and there is a
Callbacks link there.

-kevin