Re: [rt-users] Making ticket history easier to read
The plugin seems to be enabled. I see it in the plugin variable, in the html path list, the loaded configuration files, and so on. I think it's doing its job, but what I'm hoping for isn't the problem it aims to solve. Hopefully the basic interface preference in 4.4.x is closer to what I'm being asked to provide, or it'll be source code time and I don't know Perl or the template language used in RT at all. Should be a good time. :) At least I now know where to customize the transaction types visible, and was reminded that system configuration is a great place to see everything. I updated the root in my web server after seeing that RT goes to /usr/local/share/request-tracker4/html first, and I know where to check on plugin files being loaded. On Wed, Oct 5, 2016 at 3:29 PM, Kenneth Marshallwrote: > On Wed, Oct 05, 2016 at 09:20:06PM +0200, Joop wrote: > > On 5-10-2016 14:33, Alex Hall wrote: > > > Oh right, of course. Still not used to all the commands available, I > > > guess. For anyone who is reading this and needs to locate the folder, > > > I found it at > > > /usr/local/share/request-tracker4/Plugins > > > In there is a folder for this extension, and presumably others I > > > install. In the extension's folder is etc, and in that is the > > > configuration file. > > > > > > All that said, I don't see a difference between the RT with this > > > plugin active and the one without it. Just as much extraneous detail > > > seems to be on both pages. It looks like my only recourse now is to > > > try the basic interface option. > > > > > Hmm, thats strange as I seem to remember that the only things being > > shown is Create/Correspond/Comment. There is a user preference which can > > add back all the transaction types available. Its in the Ticket Display > > box at the end and that can be reached using the righthand menu > > Settings/Preferences. > > I'm thinking that the extension is not enabled. (See the menu > > Admin/Tools/SystemConfiguration). I'm on RT-4.4.0 > > > > Regards, > > > > Joop > > > > Hi Joop, > > Alex is referring to the things like 'Brief headers -- Full headers' and > 'Download (untitled) / with headers' links that adorn the updates. > > Regards, > Ken > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Making ticket history easier to read
On Wed, Oct 05, 2016 at 09:20:06PM +0200, Joop wrote: > On 5-10-2016 14:33, Alex Hall wrote: > > Oh right, of course. Still not used to all the commands available, I > > guess. For anyone who is reading this and needs to locate the folder, > > I found it at > > /usr/local/share/request-tracker4/Plugins > > In there is a folder for this extension, and presumably others I > > install. In the extension's folder is etc, and in that is the > > configuration file. > > > > All that said, I don't see a difference between the RT with this > > plugin active and the one without it. Just as much extraneous detail > > seems to be on both pages. It looks like my only recourse now is to > > try the basic interface option. > > > Hmm, thats strange as I seem to remember that the only things being > shown is Create/Correspond/Comment. There is a user preference which can > add back all the transaction types available. Its in the Ticket Display > box at the end and that can be reached using the righthand menu > Settings/Preferences. > I'm thinking that the extension is not enabled. (See the menu > Admin/Tools/SystemConfiguration). I'm on RT-4.4.0 > > Regards, > > Joop > Hi Joop, Alex is referring to the things like 'Brief headers -- Full headers' and 'Download (untitled) / with headers' links that adorn the updates. Regards, Ken - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Making ticket history easier to read
On 5-10-2016 14:33, Alex Hall wrote: > Oh right, of course. Still not used to all the commands available, I > guess. For anyone who is reading this and needs to locate the folder, > I found it at > /usr/local/share/request-tracker4/Plugins > In there is a folder for this extension, and presumably others I > install. In the extension's folder is etc, and in that is the > configuration file. > > All that said, I don't see a difference between the RT with this > plugin active and the one without it. Just as much extraneous detail > seems to be on both pages. It looks like my only recourse now is to > try the basic interface option. > Hmm, thats strange as I seem to remember that the only things being shown is Create/Correspond/Comment. There is a user preference which can add back all the transaction types available. Its in the Ticket Display box at the end and that can be reached using the righthand menu Settings/Preferences. I'm thinking that the extension is not enabled. (See the menu Admin/Tools/SystemConfiguration). I'm on RT-4.4.0 Regards, Joop - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Making ticket history easier to read
Oh right, of course. Still not used to all the commands available, I guess. For anyone who is reading this and needs to locate the folder, I found it at /usr/local/share/request-tracker4/Plugins In there is a folder for this extension, and presumably others I install. In the extension's folder is etc, and in that is the configuration file. All that said, I don't see a difference between the RT with this plugin active and the one without it. Just as much extraneous detail seems to be on both pages. It looks like my only recourse now is to try the basic interface option. On Tue, Oct 4, 2016 at 6:13 PM, Kenneth Marshallwrote: > On Tue, Oct 04, 2016 at 05:10:57PM -0400, Alex Hall wrote: > > Do you happen to know where that is on Debian? I can't locate a plugins > > directory anywhere I've tried, and putting it in > /usr/request-tracker4/etc > > didn't seem to work correctly. Thanks. > > > > Hi Alex, > > Try doing a find for a '*HistoryFilter*' directory. Unfortunately, I am > unfamiliar with Debian. > > Regards, > Ken > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Making ticket history easier to read
On Tue, Oct 04, 2016 at 05:10:57PM -0400, Alex Hall wrote: > Do you happen to know where that is on Debian? I can't locate a plugins > directory anywhere I've tried, and putting it in /usr/request-tracker4/etc > didn't seem to work correctly. Thanks. > Hi Alex, Try doing a find for a '*HistoryFilter*' directory. Unfortunately, I am unfamiliar with Debian. Regards, Ken - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Making ticket history easier to read
Do you happen to know where that is on Debian? I can't locate a plugins directory anywhere I've tried, and putting it in /usr/request-tracker4/etc didn't seem to work correctly. Thanks. On Tue, Oct 4, 2016 at 4:36 PM, Kenneth Marshallwrote: > On Tue, Oct 04, 2016 at 04:21:13PM -0400, Alex Hall wrote: > > Thanks guys. For the RT::Extension::HistoryFilter, where should the > config > > file go and what should it have? The readme says to put it in /etc, but > > that doesn't seem right. Even if it is, the readme never details the > > options or syntax that can be used in the file. I've installed the > > extension, but see no difference thus far. > > > > Upgrading from 4.2.8 to 4.4.x isn't an option at the moment, even if I > can > > get a from-source install to work. I will look at the patch the link > > describes, though, and hope that an upgrade will be possible soon. Maybe > > over Christmas while no one is using the system for a few days. . Thanks. > > > > Hi Alex, > > On our system, the config file is: > > /opt/rt3/local/plugins/RT-Extension-HistoryFilter/etc/ > HistoryFilter_Config.pm > > and contains: > > -- > # configuration for RT::Extension::HistoryFilter > > Set( @HistoryFilterTypes, qw(Create Correspond Comment) ); > > 1; > -- > > Regards, > Ken > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Making ticket history easier to read
On Tue, Oct 04, 2016 at 04:21:13PM -0400, Alex Hall wrote: > Thanks guys. For the RT::Extension::HistoryFilter, where should the config > file go and what should it have? The readme says to put it in /etc, but > that doesn't seem right. Even if it is, the readme never details the > options or syntax that can be used in the file. I've installed the > extension, but see no difference thus far. > > Upgrading from 4.2.8 to 4.4.x isn't an option at the moment, even if I can > get a from-source install to work. I will look at the patch the link > describes, though, and hope that an upgrade will be possible soon. Maybe > over Christmas while no one is using the system for a few days. . Thanks. > Hi Alex, On our system, the config file is: /opt/rt3/local/plugins/RT-Extension-HistoryFilter/etc/HistoryFilter_Config.pm and contains: -- # configuration for RT::Extension::HistoryFilter Set( @HistoryFilterTypes, qw(Create Correspond Comment) ); 1; -- Regards, Ken - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Making ticket history easier to read
Thanks guys. For the RT::Extension::HistoryFilter, where should the config file go and what should it have? The readme says to put it in /etc, but that doesn't seem right. Even if it is, the readme never details the options or syntax that can be used in the file. I've installed the extension, but see no difference thus far. Upgrading from 4.2.8 to 4.4.x isn't an option at the moment, even if I can get a from-source install to work. I will look at the patch the link describes, though, and hope that an upgrade will be possible soon. Maybe over Christmas while no one is using the system for a few days. . Thanks. On Tue, Oct 4, 2016 at 1:20 PM, Kenneth Marshallwrote: > On Tue, Oct 04, 2016 at 07:13:12PM +0200, Joop wrote: > > On 4-10-2016 16:31, Alex Hall wrote: > > > Sorry to ask something I've already posted about, but this is the last > > > major area my boss and coworkers are all continuing to ask me about. > > > It's also one area on which I can find nothing at all. > > > > > > People want the ticket history to read more like a forum or instant > > > message conversation, rather than an email reply chain with tons of > > > extra links. Just for two replies on a ticket, here's what we all see: > > Have a look at RT::Extension::HistoryFilter which will hide quite a bit > > of history. > > > > Regards, > > > > Joop > > Hi, > > This functionality is included natively in newer RT releases. If just the > few additional links are problematic, you may want to look at: > > http://wiki.bestpractical.com/view/BasicVsAdvancedInterface > > It allow you to toggle to the SelfService interface which is much more > basic. If that does not work, you will need to take a look at the options > to customize your local system. If you do it cleanly, then updates are > much simpler. > > Regards, > Ken > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Making ticket history easier to read
On Tue, Oct 04, 2016 at 07:13:12PM +0200, Joop wrote: > On 4-10-2016 16:31, Alex Hall wrote: > > Sorry to ask something I've already posted about, but this is the last > > major area my boss and coworkers are all continuing to ask me about. > > It's also one area on which I can find nothing at all. > > > > People want the ticket history to read more like a forum or instant > > message conversation, rather than an email reply chain with tons of > > extra links. Just for two replies on a ticket, here's what we all see: > Have a look at RT::Extension::HistoryFilter which will hide quite a bit > of history. > > Regards, > > Joop Hi, This functionality is included natively in newer RT releases. If just the few additional links are problematic, you may want to look at: http://wiki.bestpractical.com/view/BasicVsAdvancedInterface It allow you to toggle to the SelfService interface which is much more basic. If that does not work, you will need to take a look at the options to customize your local system. If you do it cleanly, then updates are much simpler. Regards, Ken - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Making ticket history easier to read
On 4-10-2016 16:31, Alex Hall wrote: > Sorry to ask something I've already posted about, but this is the last > major area my boss and coworkers are all continuing to ask me about. > It's also one area on which I can find nothing at all. > > People want the ticket history to read more like a forum or instant > message conversation, rather than an email reply chain with tons of > extra links. Just for two replies on a ticket, here's what we all see: Have a look at RT::Extension::HistoryFilter which will hide quite a bit of history. Regards, Joop - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] Making ticket history easier to read
Sorry to ask something I've already posted about, but this is the last major area my boss and coworkers are all continuing to ask me about. It's also one area on which I can find nothing at all. People want the ticket history to read more like a forum or instant message conversation, rather than an email reply chain with tons of extra links. Just for two replies on a ticket, here's what we all see: Tue Oct 04 10:11:37 2016 ahall (Alex Hall) - Correspondence added [Reply] [Comment] [Forward] Download (untitled) / with headers text/plain 121B [my response] # Tue Oct 04 10:02:58 2016 username (First Last) - Correspondence added [Reply] [Comment] [Forward] Subject: RE: [IT #97] subject of the ticket To: itqueueem...@domain.com Date: Tue, 4 Oct 2016 10:00:57 -0400 From: "username"Download (untitled) / with headers text/plain 130B Download (untitled) / with headers text/html 1.9KiB what username said All that is just for TWO responses. When three or four people are on a ticket, talking back and fourth, it quickly becomes a mess of extraneous text through which everyone has to wade just to find information. Alternatively, what we're hoping to find is a way to make it read more like this: On Tue, Oct 4 2016 at 10:11 AM, Alex Hall (ahall) said: my reply text on Tue, Oct 4 2016 at 10:02 AM, First Last (username) said: what username said And that's it. I can't tell you how much easier this would make the lives of all our customer service people in particular, but of everyone using RT at this company as well. At this point, I'm even willing to edit source code, but I have no idea where to start. If anyone has any suggestions or ideas, I'd love to hear them. Thanks in advance. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017