NAME

RT::Extension::NewTicketFromCorrespondence - 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/rt4/etc/RT_SiteConfig.pm

Add this line:

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

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 - https://codeberg.org - and 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.