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: [email protected] Date: Tue, 4 Oct 2016 10:00:57 -0400 From: "username" <[email protected]> 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 [email protected]
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