Re: [rt-users] Suppressing RT System itself entries in Ticket History
On Fri, Feb 22, 2013 at 09:52:37PM +, Raymond Corbett wrote: Forgive me as we are very new the all the settings that RT offers and you are very kind. I would answer generally I would say. We would like to see the a history list on the ticket to track replies and comments and such but do not want to see all history entries such as: Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded Fri Feb 22 14:10:57 2013 The RT System itself - Status changed from 'new' to 'open' You explain that this is controlled by the ShowOutgoingEmail Is this an option somewhere, or is it a file that needs edited, or other? I can see no option anywhere in RT 4.0.10 that is labeled ShowOutgoingEmail. I called it the 'ShowOutgoingEmail right' - It's a right you grant to a group/user. If you're running around as a SuperUser (root) you're going to see everything unless you change code as suggested elsewhere in the thread. ShowOutgoingEmail is only going to suppress the Ougoing email recorded. The status changes don't have a right tied to them and hiding them is unusual. And you speak of SkipTransaction callback in ShowHistory.Again are these files that need edited. Sorry I have come a long way in getting an installation that looks like it will work well for us. But just not sure if you talking of options I cant find or files that need edited. Customizing in general is documented here http://requesttracker.wikia.com/wiki/Customizing and there is a Callbacks link there. -kevin pgpMITJgYJSo8.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Suppressing RT System itself entries in Ticket History
On Fri, Feb 22, 2013 at 04:14:29PM -0800, Thomas Sibley wrote: On 02/22/2013 04:03 PM, k...@rice.edu wrote: On Fri, Feb 22, 2013 at 09:04:20PM +, Raymond Corbett wrote: Is there a way to suppress the display of the RT System itself entries in Ticket Display? The ones such asThe RT System itself - Outgoing email recorded Hi Ray, We use something like this for RT 3.8.1x: /opt/rt3 diff local/html/Ticket/Elements/ShowHistory share/html/Ticket/Elements/ShowHistory You can use a callback to do this much much cleaner and in a way that won't break when we update ShowHistory in an upgrade. Those are what my coworker Kevin was pointing Ray at. Yes, the callback is definitely the way to go. I have not seen a post of the needed code and I have not had time to write it myself. Hence the crude diff with maintenance concerns during an upgrade, but actual code. Cheers, Ken -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Suppressing RT System itself entries in Ticket History
Raymond Corbett wrote: Is there a way to suppress the display of the RT System itself entries in Ticket Display? The ones such asThe RT System itself -- Outgoing email recorded Have a look at RT::Extension::HistoryFilter, I think it will do exactly what you want. Joop -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Suppressing RT System itself entries in Ticket History
On Sat, Feb 23, 2013 at 08:58:57PM +0100, Joop wrote: Raymond Corbett wrote: Is there a way to suppress the display of the RT System itself entries in Ticket Display? The ones such asThe RT System itself -- Outgoing email recorded Have a look at RT::Extension::HistoryFilter, I think it will do exactly what you want. Joop Thank you for the pointer. I missed this one. It was nice to get rid of the file edit and use a callback instead. Regards, Ken -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Suppressing RT System itself entries in Ticket History
On Fri, Feb 22, 2013 at 09:04:20PM +, Raymond Corbett wrote: Is there a way to suppress the display of the RT System itself entries in Ticket Display? Generally or specifically? The ones such asThe RT System itself - Outgoing email recorded Display of this is controlled by the ShowOutgoingEmail right, but keep in mind that this also controls the box on Reply/Comment that shows you who will get email. If you want to prune more transactions, the SkipTransaction callback in ShowHistory is your friend. -kevin pgpCFq5yL6V9o.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Suppressing RT System itself entries in Ticket History
Forgive me as we are very new the all the settings that RT offers and you are very kind. I would answer generally I would say. We would like to see the a history list on the ticket to track replies and comments and such but do not want to see all history entries such as: Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded Fri Feb 22 14:10:57 2013 The RT System itself - Status changed from 'new' to 'open' You explain that this is controlled by the ShowOutgoingEmailIs this an option somewhere, or is it a file that needs edited, or other? I can see no option anywhere in RT 4.0.10 that is labeled ShowOutgoingEmail. And you speak of SkipTransaction callback in ShowHistory.Again are these files that need edited. Sorry I have come a long way in getting an installation that looks like it will work well for us. But just not sure if you talking of options I cant find or files that need edited. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, February 22, 2013 4:29 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Suppressing RT System itself entries in Ticket History On Fri, Feb 22, 2013 at 09:04:20PM +, Raymond Corbett wrote: Is there a way to suppress the display of the RT System itself entries in Ticket Display? Generally or specifically? The ones such asThe RT System itself - Outgoing email recorded Display of this is controlled by the ShowOutgoingEmail right, but keep in mind that this also controls the box on Reply/Comment that shows you who will get email. If you want to prune more transactions, the SkipTransaction callback in ShowHistory is your friend. -kevin -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Suppressing RT System itself entries in Ticket History
On Fri, Feb 22, 2013 at 09:04:20PM +, Raymond Corbett wrote:
Is there a way to suppress the display of the RT System itself entries in
Ticket Display?
The ones such asThe RT System itself - Outgoing email recorded
Hi Ray,
We use something like this for RT 3.8.1x:
/opt/rt3 diff local/html/Ticket/Elements/ShowHistory
share/html/Ticket/Elements/ShowHistory
87,90d86
my $trans_content = {};
map { $trans_content-{$_-TransactionId}-{$_-Id} = $_ }
@attachment_content;
my $trans_attachments = {};
map { push (@{$trans_attachments-{$_-TransactionId}}, $_) } @attachments;
102,106d97
my $trans_creator = $Transaction-Creator;
my $trans_type = $Transaction-Type;
next if ( $trans_creator == 1 and $ShowHeaders != 1 and $trans_type ne
Create );# RT_System
next if ( $trans_creator == 96711 and $ShowHeaders != 1 );
# escalate
108a100,105
my @trans_attachments = grep { $_-TransactionId == $Transaction-Id }
@attachments;
my $trans_content = {};
grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
124c121
Attachments = $trans_attachments-{$Transaction-id},
---
Attachments = \@trans_attachments,
You should be able to adjust this for your needs.
Cheers,
Ken
--
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html
Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T
