Re: [rt-users] Editing comments
On Fri, Jan 21, 2011 at 01:30:25PM -0500, Chris Hall wrote: Is there a way to edit comments? �Problem arose when a helpdesk guy here apparently copy and pasted into the comment block of a ticket, and it grabbed a bunch of bonus code. �Now the comments for that ticket read:�Message body not shown because it is too large. �He knows not to do that now, but I'm sure this will come up again, and I'd like to salvage this ticket, and any further comments seem to display the error above as well. �Is there an easy way to go in and edit the comments, to remove the extra junk that got put in it? You cannot edit a comment/response in RT. You have to to this in SQL directly in the database ... to be used carrefully! You can alsoe play with the option $MaxInlineBody: =item C$MaxInlineBody C$MaxInlineBody is the maximum attachment size that we want to see inline when viewing a transaction. RT will inline any text if value is undefined or 0. This option can be overridden by users in their preferences. =cut Set($MaxInlineBody, 12000); every text file with a length above this value will be replaced by Message body not shown because it is too large in the web UI and accessible with the download link.
[rt-users] Editing comments
Is there a way to edit comments? Problem arose when a helpdesk guy here apparently copy and pasted into the comment block of a ticket, and it grabbed a bunch of bonus code. Now the comments for that ticket read: Message body not shown because it is too large. He knows not to do that now, but I'm sure this will come up again, and I'd like to salvage this ticket, and any further comments seem to display the error above as well. Is there an easy way to go in and edit the comments, to remove the extra junk that got put in it?
Re: [rt-users] Editing Comments or Replies
We have a tool floating around on the website or the wiki that allows a systems administrator to censor a single transaction Looks like that is here, but is old. Would it work in 3.8? http://download.bestpractical.com/pub//rt/contrib/3.0/Other/Censorware/ Allen ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Editing Comments or Replies
I don't really see a business reason for comments/replies not to be editable, as long as a record of edits were kept. You can argue that the content of a reply or comment is data, not an audit trail entry. If RT has sent it out by email, it can't be taken back. Ticket replies or comments are a record of a conversation, rather than a notes field. It's perfectly reasonable to set up a big text custom field for recording a cleaned up version of the ticket's data, but that's a very separate thing than the log of all history. -j ___ 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
Re: [rt-users] Editing Comments or Replies
On 2 Sep 2008, at 6:36 pm, Alan Cheng wrote: Dear all, Is there a way to edit a comment or reply once it's in a ticket? I understand we can always add another comment but I am just wondering... Are there any specific reasons why we shouldn't have this feature? One of our RT users is asking this question and I would like to see if RT community has any suggestions. Or is there a third-party contribution for this feature? I did a quick search but no match came up. As Helmuth says, you can't do it because that would make the history of the ticket unreliable, which destroys your audit trail. For most sites, the audit trail has to be trustworthy, so that no-one can deny what was said or done. It's not something I'd want to see changed. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ 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
Re: [rt-users] Editing Comments or Replies
On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng [EMAIL PROTECTED] wrote: Dear all, Is there a way to edit a comment or reply once it's in a ticket? I understand we can always add another comment but I am just wondering... Are there any specific reasons why we shouldn't have this feature? One of our RT users is asking this question and I would like to see if RT community has any suggestions. Or is there a third-party contribution for this feature? I did a quick search but no match came up. Thanks, Alan Sorry, but I've gotta ask: without disturbing this list's fitness for family viewing, what found its way into your RT instance that shouldn't have? As Helmuth and Tim wrote, the audit trail should not be compromised. ___ 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
Re: [rt-users] Editing Comments or Replies
This RT user of ours used a different open source ticketing system before. That system allows modifications to the Summary (almost equivalent to the email Subject:), Note and Description. With this feature the user found it easy to update a ticket for future search without sifting through all the comments. I believe the system logs the modifications so we know which user touched the Summary I guess. But I don't believe it records exactly what changes were made so this still isn't good enough for auditing purpose... Will modifying the email subject line for a RT ticket break all the links (data, attachments, etc...)? Just curious... Thanks, Alan stretchoutandwait wrote: On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Dear all, Is there a way to edit a comment or reply once it's in a ticket? I understand we can always add another comment but I am just wondering... Are there any specific reasons why we shouldn't have this feature? One of our RT users is asking this question and I would like to see if RT community has any suggestions. Or is there a third-party contribution for this feature? I did a quick search but no match came up. Thanks, Alan Sorry, but I've gotta ask: without disturbing this list's fitness for family viewing, what found its way into your RT instance that shouldn't have? As Helmuth and Tim wrote, the audit trail should not be compromised. ___ 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
Re: [rt-users] Editing Comments or Replies
On Wed, 03 Sep 2008 11:19:15 -0400, stretchoutandwait
[EMAIL PROTECTED] wrote:
On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng [EMAIL PROTECTED] wrote:
Dear all,
Is there a way to edit a comment or reply once it's in a ticket? I
understand we can always add another comment but I am just wondering...
Are there any specific reasons why we shouldn't have this feature?
One of our RT users is asking this question and I would like to see if
RT community has any suggestions. Or is there a third-party
contribution for this feature? I did a quick search but no match came
up.
Thanks,
Alan
Sorry, but I've gotta ask: without disturbing this list's fitness for
family
viewing, what found its way into your RT instance that shouldn't have?
As Helmuth and Tim wrote, the audit trail should not be compromised.
I don't really see a business reason for comments/replies not to be
editable, as long as a record of edits were kept. You can argue that the
content of a reply or comment is data, not an audit trail entry. There are
a bunch of reasons why you might want to edit entries - removing redundant
quoted text, correcting factual errors, or removing anything offensive or
confidential.
Our help desk was very interested in being able to edit comments, but the
thing that made us shy away from implementing this was a cryptic comment
about bad performance implications in the code (Transaction_Overlay.pm),
and the fact that we found acceptable workarounds:
from Transaction_Overlay.pm:
# Transactions don't change. by adding this cache congif directiove, we
don't lose pathalogically on long tickets.
sub _CacheConfig {
{
'cache_p'= 1,
'fast_update_p' = 1,
'cache_for_sec' = 6000,
}
}
Steve
--
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IST
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Re: [rt-users] Editing Comments or Replies
On Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote: This RT user of ours used a different open source ticketing system before. That system allows modifications to the Summary (almost equivalent to the email Subject:), Note and Description. With this feature the user found it easy to update a ticket for future search without sifting through all the comments. I believe the system logs the modifications so we know which user touched the Summary I guess. But I don't believe it records exactly what changes were made so this still isn't good enough for auditing purpose... Will modifying the email subject line for a RT ticket break all the links (data, attachments, etc...)? Just curious... Modifying a ticket subject through the UI is of course allowed and logged, there is no RT side effect on doing this. ___ 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
Re: [rt-users] Editing Comments or Replies
Thanks so much! I just found out where to modify the subject and it worked perfectly!!! :) In case someone is looking for the same answer in the future, ticket Subject: can be modified after clicking on The Basics for that ticket. The change is logged. Alan Emmanuel Lacour wrote: On Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote: This RT user of ours used a different open source ticketing system before. That system allows modifications to the Summary (almost equivalent to the email Subject:), Note and Description. With this feature the user found it easy to update a ticket for future search without sifting through all the comments. I believe the system logs the modifications so we know which user touched the Summary I guess. But I don't believe it records exactly what changes were made so this still isn't good enough for auditing purpose... Will modifying the email subject line for a RT ticket break all the links (data, attachments, etc...)? Just curious... Modifying a ticket subject through the UI is of course allowed and logged, there is no RT side effect on doing this. ___ 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 ___ 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
Re: [rt-users] Editing Comments or Replies
Sorry, but I've gotta ask: without disturbing this list's fitness for family viewing, what found its way into your RT instance that shouldn't have? I'm not the OP, but one of our customers sent their credit card details to [EMAIL PROTECTED] (who use RT) rather than [EMAIL PROTECTED] (who don't). And all support email gets mirrored to our intranet via hypermail. LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ 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
Re: [rt-users] Editing Comments or Replies
Erik thank you very much for the suggestion. Definitely another option to use! Alan Peterson, Erik wrote: Thanks so much! I just found out where to modify the subject and it worked perfectly!!! :) In case someone is looking for the same answer in the future, ticket Subject: can be modified after clicking on The Basics for that ticket. The change is logged. You could also set up a custom field for summary which isn¹t tied to a particular transaction, but to an individual ticket. Then it could be modified much as Subject would be. Hope that¹s helpful Erik ___ 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
Re: [rt-users] Editing Comments or Replies
eOn Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote: This RT user of ours used a different open source ticketing system before. That system allows modifications to the Summary (almost equivalent to the email Subject:), Note and Description. With this feature the user found it easy to update a ticket for future search without sifting through all the comments. I believe the system logs the modifications so we know which user touched the Summary I guess. But I don't believe it records exactly what changes were made so this still isn't good enough for auditing purpose... Will modifying the email subject line for a RT ticket break all the links (data, attachments, etc...)? Just curious... I claim it shouldn't have any effect except that email messages coming in with just the subject (but no ticket identifier) that could be matched to the ticket's subject field won't be. But I think that feature is only in the more recent RT's. However, what I suggest is a custom summary/checklist text field. In my (old version) of rt, the best I can do is an enter multiple values custom field, which kind of bites for this purpose as it keeps merging all the lines, but yours may operate better. I implemented something similar for roundup's sysadmin tracker a while back. It's useful for keeping things like other ticket/case numbers from vendors, keywords for searching, checklists of open tasks up to date. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-244-9084 (cell) 603-643-9300 x 111 ___ 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
[rt-users] Editing Comments or Replies
Dear all, Is there a way to edit a comment or reply once it's in a ticket? I understand we can always add another comment but I am just wondering... Are there any specific reasons why we shouldn't have this feature? One of our RT users is asking this question and I would like to see if RT community has any suggestions. Or is there a third-party contribution for this feature? I did a quick search but no match came up. Thanks, Alan ___ 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
Re: [rt-users] Editing Comments or Replies
From an auditing/security perspective why would you ever want to edit something? Think of it like this: You can't rewrite history *contrary to what Doc Marty say :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Alan Cheng Sent: Tuesday, September 02, 2008 1:36 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Editing Comments or Replies Dear all, Is there a way to edit a comment or reply once it's in a ticket? I understand we can always add another comment but I am just wondering... Are there any specific reasons why we shouldn't have this feature? One of our RT users is asking this question and I would like to see if RT community has any suggestions. Or is there a third-party contribution for this feature? I did a quick search but no match came up. Thanks, Alan ___ 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 ___ 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
