Where is the message stored when resolving a ticket?

RT Users
1

Hi all!
I’m setup a RT + RTIR and I’ve noticed that after resolving a ticket
there is a text area where I can write a message.
The thing is after the ticket is closed, I want to see that message
that was written. But when access the ticket I can only see the
comments and normal responses from that ticket.
The last message on my tickets is:
The RT System itself - State open changed to resolved

Any insights?

Cheers,
Colin

2

Hi all!
I’m setup a RT + RTIR and I’ve noticed that after resolving a ticket
there is a text area where I can write a message.
The thing is after the ticket is closed, I want to see that message
that was written. But when access the ticket I can only see the
comments and normal responses from that ticket.
The last message on my tickets is:
The RT System itself - State open changed to resolved

That message is a normal Comment in RT by default (you can switch it
to a Correspond) and it shows up in the ticket history like any other
comment or correspondence.

Since you mention RTIR, it is worth mentioning that depending on what
ticket you resolved, there are scripts to manage Status and
relationships between tickets and it may affect where the message was
recorded. You don’t say if you resolved an Incident Report, Incident
or Investigation.

-kevin

3

[snip]

Since you mention RTIR, it is worth mentioning that depending on what
ticket you resolved, there are scripts to manage Status and
relationships between tickets and it may affect where the message was
recorded. You don’t say if you resolved an Incident Report, Incident
or Investigation.

Thanks Kevin.
I resolved a normal Incident.
Where could I check what these scripts to manage Status?

Cheers,
Colin

4

[snip]

Since you mention RTIR, it is worth mentioning that depending on what
ticket you resolved, there are scripts to manage Status and
relationships between tickets and it may affect where the message was
recorded. You don’t say if you resolved an Incident Report, Incident
or Investigation.

Thanks Kevin.
I resolved a normal Incident.
Where could I check what these scripts to manage Status?

Sounds like you want to start with lib/RT/IR/DocIndex.pod and read
through to the Resolving an Incident section

-kevin

5

Sounds like you want to start with lib/RT/IR/DocIndex.pod and read
through to the Resolving an Incident section

I’ve read through it and I’ve resolved Incidents with the Update
Status Type set to Comments or Response and neither one records the
message in ticket Display page.
Could be this a configuration issue in RTIR?
Thanks again.

Cheers,
Colin

6

Ok, this might be a stooooopid question. But I’m going to ask anyway.

Is there an easy way for me to edit the text of things already in a
ticket?

For example, say I have a ticket and I add some comments (not sent to
the requestor) and I have a typo. Is there a way I can go in and
correct the typo of the original comment?

For us at least, RT is not a “legal document flow” where we need to
preserve every exact historical flow. There are times I would like to
change things that DON’T show up in the History of the ticket…

Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590

7

Ok, this might be a stooooopid question. But I’m going to ask anyway.

Is there an easy way for me to edit the text of things already in a ticket?

For example, say I have a ticket and I add some comments (not sent to the
requestor) and I have a typo. Is there a way I can go in and correct the
typo of the original comment?

For us at least, RT is not a “legal document flow” where we need to
preserve every exact historical flow. There are times I would like to
change things that DON’T show up in the History of the ticket…

–
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590

You will need to use SQL on the backend.

Cheers,
Ken

8

Ok, this might be a stooooopid question. But I’m going to ask anyway.

Is there an easy way for me to edit the text of things already in a
ticket?

For example, say I have a ticket and I add some comments (not sent to
the requestor) and I have a typo. Is there a way I can go in and
correct the typo of the original comment?

For us at least, RT is not a “legal document flow” where we need to
preserve every exact historical flow. There are times I would like to
change things that DON’T show up in the History of the ticket…

Hello,

You can take a look to this contribution:
http://requesttracker.wikia.com/wiki/EditAttachment

Bye