Ticket Queries w/ History?

RT Users
1

Hi everyone,

When running queries for tickets, all the fields appear to be available
for display, except the replies, comments, etc. Is there a way to
include a ticket’s ‘history’ in the ticket search results?

Thanks,
js.
Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net

2

Jean-Sebastien Morisset wrote:

Hi everyone,

When running queries for tickets, all the fields appear to be available
for display, except the replies, comments, etc. Is there a way to
include a ticket’s ‘history’ in the ticket search results?

Thanks,
js.

What do you mean? What do you want to see in the search results…the
last reply?

–Jason

3

Jean-Sebastien Morisset wrote:

Hi everyone,

When running queries for tickets, all the fields appear to be available
for display, except the replies, comments, etc. Is there a way to
include a ticket’s ‘history’ in the ticket search results?

Thanks,
js.

What do you mean? What do you want to see in the search results…the
last reply?

Actually, more like the first request, but the last reply would be good
too.

Here’s what I’ve done so far…

diff ./share/html/Elements/RT__Ticket/ColumnMap ./local/html/Elements/RT__Ticket/ColumnMap

[snip!]

  TicketRequest => {
          attribute => 'TicketRequest',
          value     => sub { return $_[0]->Transactions->First->Content(); }
  },

diff ./share/html/Elements/CollectionAsTable/ParseFormat ./local/html/Elements/CollectionAsTable/ParseFormat

67a68,73

if ( $col =~ s!/COLSPAN:([^/]+)!!io ) {
    $colref->{'colspan'} = $1;
}
if ( $col =~ s!/ROWSPAN:([^/]+)!!io ) {
    $colref->{'rowspan'} = $1;
}

diff share/html/Elements/CollectionAsTable/Row local/html/Elements/CollectionAsTable/Row

[snip!]

  if ( $column->{colspan} ) {
          $m->out( 'colspan="' . $column->{colspan} . '"' );
          $item += $column->{colspan};
  }
$m->out( 'rowspan="' . $column->{rowspan} . '"' ) if ($column->{rowspan} );

So I’m able to do something like:

‘NEWLINE’,
‘’,
‘TicketRequest/COLSPAN:5’,
‘NEWLINE’,

What do you think?

js.
Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net

4

Jean-Sebastien Morisset wrote:

Hi everyone,

When running queries for tickets, all the fields appear to be available
for display, except the replies, comments, etc. Is there a way to
include a ticket’s ‘history’ in the ticket search results?

Thanks,
js.

What do you mean? What do you want to see in the search results…the
last reply?

–Jason

If I understand the OP he wants the same thing that I would like. I would
like the complete history of the ticket, i.e. all comments and replies since
the beginning of the ticket life. Of course, if I knew how to do this I
would also be able to restrict the results to only include comments and
replies since a specified date. This would be very handy for status
reports.
Steve