Thanks for the reply Drew, I have read up the thread I think you are refering to (http://www.gossamer-threads.com/lists/rt/users/16448?search_string=Dirk %20Pape%20fork;#16448), however this is not the issue.
My request for a threaded History view is just a visual display of information - the ticket itself is still valid, it does not need forking at all, there are no separate issues to deal with. This is just an issue of visually associating a child comment in a ticket (that has been created by clicking the 'comment' link of a parent comment) with the parent comment. Philip Haworth Support Developer Scout Solutions Software Ltd 01905 361 500 [EMAIL PROTECTED] [EMAIL PROTECTED] This E-mail and any attachments to it are strictly confidential and intended solely for the addressee. It and they may contain information which is covered by legal, professional, or other privilege. If you are not the intended addressee, you must not disclose, forward, copy or take any action in reliance on this E-mail or its attachments. 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Scout Solutions Software Limited is registered in England and Wales number 4667857 and its registered office is Whittington Hall, Whittington Road, Worcester WR5 2ZX -----Original Message----- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: 20 March 2008 17:21 To: Philip Haworth Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's history? I have installed Dirk Pape's fork patch and just fork a new ticket in this instance. I then resolve the original and everything is still preserved. Philip Haworth wrote: > Note: This is a second attempt to send this email after delivery > failure without a reason given for the first attempt. > > Hello, I am currently testing Request Tracker in the hopes that it > will be the Issue Tracker system that the small company I work for > will settle with, to deal with support requests and then other uses as > they would arise. > > During working on one support ticket, I came across a minor issue: At > the moment I am storing emails from the client as Comments in the > ticket, and I had generated a fair number of History items for the > ticket I was working on. I found that the client had send a second > email clarifying her original support request, straight after the > original email had been sent - however as I wasn't aware of this email > at the time, it hadn't been added to the ticket straight after the > opening comment of her original email. I then used the Comment link of > the opening comment in order to indicate that the original email has > been superseded with this new email; entered the email in then > submitted the Comment. Unfortunately this comment was the appended to > the end of the History list for the current ticket - this wasn't what > I was after. > > I wanted the comment I added to be displayed under the original > comment to indicate that it was a 'reply' to the original comment - > otherwise someone having a quick overview of the ticket might not > realise that the client had sent a second email clarifying her first. > > Basically I'm after a threaded view of the relationship between the > ticket comments (as used in Newsgroups), when I use the specialised > Comment links rather than the overall ticket Comment link. Is this > something that's in RT's settings, or is it outside the current spec > of RT? Unfortunately I'm just a user of the system and don't have the > knowledge to program RT itself, but I can talk to the RT administrator > if any required code changes are easy enough. > > Thanks for any help. > > ______________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ______________________________________________________ This email has been scanned by the MessageLabs Email Security System. ______________________________________________________ This email has been scanned by the MessageLabs Email Security System. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 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