Original request on Resolve page

RT Users
1

Hi all,
we thought it would be nice to be able to see the original request when
resolving a ticket.

Does anybody know how to implement this (or maybe someone already did)?

Thank you in advance
Cris

2

Hi all,
we thought it would be nice to be able to see the original request when
resolving a ticket.

Does anybody know how to implement this (or maybe someone already did)?

I’m not sure if there is anything in “core” for this, but I hacked
something together years ago. I’m not sure if I’d choose the same code
to accomplish the feat now, but this works in our environment:

package RT::Ticket;
no warnings qw(redefine);

use Text::Trim;
use Carp;

sub Problem {
my $self = shift;
my %args = (
return_not_determined => 1,
Type => ‘’,
@_,
);

my $transactions = $self->Transactions;
while (my $transaction = $transactions->Next) {
    if (($transaction->Type || q{}) eq 'Create') {
        my $content = trim(
            $transaction->Content(
                Type => $args{Type},
            )
        );

        return $content if $self->IsProblemOkay(problem => $content);
    }
}
my $subject = trim($self->Subject);
return $subject if $self->IsProblemOkay(problem => $subject);

if ($args{return_not_determined}) {
    return 'Problem not determined.';
}
else {
    return q{};
}

}

sub IsProblemOkay {
my $self = shift;
my %args = (
problem => undef,
@_,
);

return (defined $args{problem} && $args{problem} =~ /\S/);

}

You’ll need to hijack the RT::Ticket namespace to add those
subroutines. Then you can use it in templates and other places like:

$Ticket->Problem

HTH,

-m