We hope to replace an ancient, homegrown ticketing system with RT. There is a feature in the old system that my boss hopes is available in RT. This is the idea of a “worklog”. Not every queue or ticket will require such a thing. It might be possible that the “Comments” in RT will suffice. Is it possible to look a ticket’s History and see ONLY the comments? It doesn’t look like it but I have missed other obvious stuff recently.
I have seen the History Filter and Brief History extensions but I do not see how they work really. I am not sure they really apply here. I looked at creating a custom Search that would perhaps display the concatenated comment thread for each ticked in a queue but how to do that was not obvious
Basically is it possible to toggle the History view for a tickets and see all the correspondence + comments; or only the correspondence; or only the comments?