Splitting a ticket

RT Users
1

Sometimes we get support e-mail which lists a number of issues. Is
there a convenient way of splitting a ticket into several new tickets?
I’m thinking of a semi-manual operation where the body and requestor
are copied.

I’m aware of the possibiity to merge tickets, but I’m looking for the
opposite operation. There is not really any need to create
relationships between the original ticket and the new ones, but that
might be a useful option.

Best regards,

Dag Bruck
Dynasim AB, Sweden

2

Sometimes we get support e-mail which lists a number of issues. Is
there a convenient way of splitting a ticket into several new tickets?
I’m thinking of a semi-manual operation where the body and requestor
are copied.

I’m aware of the possibiity to merge tickets, but I’m looking for the
opposite operation. There is not really any need to create
relationships between the original ticket and the new ones, but that
might be a useful option.

Attached are two files, Create.html and ShowTransaction - I don’t have patches since I don’t have the source handy right now.
They add a link ‘Clone’ to a transaction beside ‘Reply’ and ‘Comment’.
It’ll bring you to the Create Ticket page with the subject, requestor, and transaction text pre-filled for you. Status, dependencies etc. are not filled in, but it would be easy enough to do.

This is for rt-2.0.15 - copy Create.html to /path/to/rt2/WebRT/html/Ticket/Create.html and ShowTransaction to /path/to/rt2/WebRT/html/Ticket/Element/ShowTransaction

and it should just work. You should back up the current ones first though just in case…

If you really want, I’ll dig up the changed I made to them.

Regards,
-fr.

Best regards,

Dag Bruck
Dynasim AB, Sweden

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Feargal Reilly,
Systems Administrator,
The FBI.

Create.html (5.27 KB)

ShowTransaction (4.29 KB)