RT::Extension::NewTicketFromCorrespondence

Request Tracker extension to make new tickets from correspondence.

DESCRIPTION

This extension adds a "Split Off" action item to inbound correspondence
items in ticket history, which allows the operator to create a new
ticket, linked to the current one, based on that transaction.

When a ticket requestor replies to their open ticket with a new issue
instead of creating a new ticket, this "Split Off" action allows the
ticket owner to create a new ticket on the requestor's behalf, including
the correspondence automatically.

Using this action opens the ticket creation form, with the
correspondence already included in the message box and the requestor set
to the sender, and with a “referred to by” link back to the original
ticket. The operator can then adjust the message as necessary before
creating the new ticket.

The action is only available to operators who have CreateTicket rights
on the ticket's queue and ModifyTicket rights on the ticket.

RT VERSION

Known to work with RT 4.2.16, 4.4.4, and 5.0.1.

INSTALLATION

-   PREFIX=/opt/rt5/local perl Makefile.PL

    Adjust PREFIX to point to your RT “local” directory.

-   make

-   make install

    May need root permissions.

-   Edit your /opt/rt5/etc/RT_SiteConfig.pm

    Add this line:

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

-   Restart your web server

-   Clear your mason cache

          rm -rf /opt/rt5/var/mason_data/obj

-   Restart your web server

ISSUES AND CONTRIBUTIONS

The project is held on Codeberg; its issue tracker is at
https://codeberg.org/a-j-wood/rt-extension-newticketfromcorrespondence/issues.

LICENSE AND COPYRIGHT

Copyright 2023-2024 Andrew Wood.

License GPLv3+: GNU GPL version 3 or later:
https://gnu.org/licenses/gpl.html

This is free software: you are free to change and redistribute it. There
is NO WARRANTY, to the extent permitted by law.