Ticket History Display

I have a couple of things my users are asking me to change about the way
RT displays the ticket history. Any help on any of these would be
greatly appreciated.

1.) Email submissions are double spaced. This takes up a lot of room
when viewing the ticket history.

2.) Top posting - can the most recent actions be on top so you don’t
have to scroll all the way down to see the most recent action?

3.) Stripping out the signatures from emails. Is it possible?

TIA,
Steve

1.) Email submissions are double spaced. This takes up a lot of room
when viewing the ticket history.

They aren’t in my RT. Without knowing what’s causing it in your
installation, there’s no way to know how to fix it.

You could make a local Display.html that unwraps the text and then rewraps
it, or figure out why its getting double-spaced in the first place and
eliminate the cause.

2.) Top posting - can the most recent actions be on top so you don’t
have to scroll all the way down to see the most recent action?

Yes, that’s in the Preferences in RT, per user. It would seem there is a
way to change the global default, it might be:

set($OldestTransactionsFirst,1);

3.) Stripping out the signatures from emails. Is it possible?

Two options: hack rt-mailgate to strip them before inserting into the
database, or make a local Display.html & History.html to display it without
the signatures. The latter is probably “safer” in that if your parsing is
wrong, you still have the original data.

I’ve actually been considering which option to take with removing quoted
text from emails, not just signatures.

– ============================
Tom Lahti
BIT Statement LLC

(425)251-0833 x 117
http://www.bitstatement.net/
– ============================

Steve OBrien wrote:

I have a couple of things my users are asking me to change about the way
RT displays the ticket history. Any help on any of these would be
greatly appreciated.

2.) Top posting - can the most recent actions be on top so you don’t
have to scroll all the way down to see the most recent action?

I believe if you give users the ‘Modify_Self’ right, they will then be
able to adjust their Preferences, and they can then choose to display
the tickets in this manner.

1.) Email submissions are double spaced. This takes up a lot of room
when viewing the ticket history.

They aren’t in my RT. Without knowing what’s causing it in your
installation, there’s no way to know how to fix it.

It just seems to be html email (default from outlook) that gets double
spaced.

2.) Top posting - can the most recent actions be on top so you don’t
have to scroll all the way down to see the most recent action?

Yes, that’s in the Preferences in RT, per user. It would seem there is a
way to change the global default, it might be:

set($OldestTransactionsFirst,1);
The site-wide setting it is in RT_SiteConfig.pm and when set to 0 it
does what they want – thanks for the variable name!

3.) Stripping out the signatures from emails. Is it possible?

Two options: hack rt-mailgate to strip them before inserting into the
database, or make a local Display.html & History.html to display it without
the signatures. The latter is probably “safer” in that if your parsing is
wrong, you still have the original data.

Hmmm, I will have to look at that. Seems like it might be hard to
discern the sig from the rest of the email.

Thanks for info!

Steve

Hmmm, I will have to look at that. Seems like it might be hard to
discern the sig from the rest of the email.
Convention dictates that signatures be preceded by a line matching
"-- \n" i.e; 0x2d0x2d0x200x0a

Of course, not everyone follows it.
Cambridge Energy Alliance: Save money. Save the planet.

3.) Stripping out the signatures from emails. Is it possible?
Two options: hack rt-mailgate to strip them before inserting into the
database, or make a local Display.html & History.html to display it without
the signatures. The latter is probably “safer” in that if your parsing is
wrong, you still have the original data.

After looking at this some more, really all you need is a local copy of
Ticket/Elements/ShowMessageStanza, with customizations added therein to
parse the signature and/or quoted text.

It should be possible the plop them in a

that is initially hidden and
offer a control to unhide it, for viewing the original pieces as well
(someone else’s idea from an earlier thread when it was quoted text and not
signatures).

– ============================
Tom Lahti
BIT Statement LLC

(425)251-0833 x 117
http://www.bitstatement.net/
– ============================