Allows to quickly create linked tickets based on templates.
The extension adds a "Create linked tickets" quick action as the last row inside the "Links" box in a ticket's overview: a select box of configured linked-ticket types plus a "Create" button. An entry can be restricted to specific queues, in which case it's only shown on tickets in a matching queue.
In order to avoid ticket creation noise (notifications to queue watchers) in the workflow, ticket creation must be confirmed.
This project is licensed under the terms of the GNU General Public License Version 2.
This software is Copyright (c) 2018 by NETWAYS GmbH support@netways.de.
For bugs and feature requests please head over to our issue tracker. You may also send us an email to support@netways.de for general questions or to get technical support.
- RT 6.0.0
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/rt/etc/RT_SiteConfig.pm
Add this line:
Plugin('RT::Extension::CreateLinkedTickets');
Clear your mason cache:
rm -rf /opt/rt/var/mason_data/obj
Restart your webserver.
The only configuration option required by this extension is $CreateLinkedTickets_Config.
This is a list of hashes, each representing a linked-ticket type to offer. No admin-managed Template
object is needed -- the RT::Action::CreateTickets
template text lives directly in content.
Set($CreateLinkedTickets_Config, [
{
id => 'billing', # Required, unique. Used to reference this entry.
name => 'Billing Ticket', # Required. Display label in the select box.
description => 'Creates a billing ticket linked to this one.', # Optional. Tooltip/help text.
queue => ['Support', 'Sales'], # Optional. Arrayref of queue names or ids.
# Only shown on tickets in a matching queue.
# Omit to show for every queue.
content => <<'ENDOFTEMPLATE', # Required. RT::Action::CreateTickets template text.
===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
ENDOFTEMPLATE
},
]);For more information on how to write the template text, see RT::Action::CreateTickets.
Version 3.0.0 requires RT 6 and replaces the config shape entirely: icon and title are gone,
template (a template name) is replaced by content (the template text itself), and entries gained
id and description. Old-shape entries are skipped with a logged warning rather than misbehaving. Your
previously admin-managed Templates are no longer used and may be deleted once their Content has been
copied into content -- but keep them, and the old 2.x config, around until 3.0.0 is confirmed working
in production: rolling back to 2.1.0 needs both, since it can't read the 3.0.0 config shape.
If upgrading in place rather than via a fresh make install into a clean plugin directory, remove the
old 2.x plugin files first (make install copies files but never removes ones that no longer exist in
this release, such as Ticket/Display.html/BeforeDisplay), then clear the mason cache.