Create Linked Tickets Extension for Request Tracker

Table of Contents

1. About
2. License
3. Support
4. Requirements
5. Installation
6. Configuration

About

Allows to quickly create linked tickets based on templates.

The extension adds configurable quick actions right under the "Links" widget in a ticket's overview.

In order to avoid ticket creation noise (notifications to queue watchers) in the workflow, ticket creation must be confirmed.

License

This project is licensed under the terms of the GNU General Public License Version 2.

This software is Copyright (c) 2018 by NETWAYS GmbH [email protected].

Support

For bugs and feature requests please head over to our issue tracker. You may also send us an email to [email protected] for general questions or to get technical support.

Requirements

• RT 4.4.2
• RT::Extension::TicketActions (Provides "Font Awesome" icon integration.)

Installation

Extract this extension to a temporary location.

Git clone:

cd /usr/local/src
git clone https://github.com/NETWAYS/rt-extension-createlinkedtickets

Tarball download (latest release):

cd /usr/local/src
wget https://github.com/NETWAYS/rt-extension-createlinkedtickets/archive/master.zip
unzip master.zip

Navigate into the source directory and install the extension.

perl Makefile.PL
make
make install

Edit your /opt/rt4/etc/RT_SiteConfig.pm

Add this line:

Plugin('RT::Extension::CreateLinkedTickets');

Clear your mason cache:

rm -rf /opt/rt4/var/mason_data/obj

Restart your webserver.

Configuration

The only configuration option required by this extension is $CreateLinkedTickets_Config. This is a list of hashes each representing a quick action to show.

Set($CreateLinkedTickets_Config, [
    {
        name     => 'clt-billing',    # Internal name used
        icon     => 'cart-plus',      # Font Awesome icon to use for the action
        title    => 'Billing Ticket', # Title which is visible in the action's tooltip
        template => 'CLT-Billing',    # Template for RT::Action::CreateTickets (<ID>|<NAME>)
    },
]);

Additionally each of those hashes needs to reference a template that is passed to RT::Action::CreateTickets.

For more information on how to write templates please refer to the official documentation linked above.

Template

Please note that this is a very basic example and should generally work. The only thing you need to adjust is the given Queue so that it's valid one.

===Create-Ticket: billing-ticket
Subject: Billing: {$Tickets{'TOP'}->Subject}
Refers-To: {$Tickets{'TOP'}->Id}
Queue: Finance
Content: Billing ticket for Ticket #{$Tickets{'TOP'}->Id} ({$Tickets{'TOP'}->Subject}) created.
ENDOFCONTENT

Just create this template by navigating to "Admin -> Global -> Templates -> Create", select Perl as type and give it CLT-Billing as name and you're good to go.