README

  Config
    Returns the validated $CreateLinkedTickets_Config entries as an
    arrayref. Entries missing a required "id"/"name"/"content", entries with
    a duplicate "id", or entries whose "queue" is not an arrayref of
    names/ids that all resolve to a real queue are logged via
    "RT->Logger->warning" and skipped.

  QueueMatches $entry, $ticket
    Returns true if $entry has no "queue" restriction, or if $ticket's queue
    id is one of the entry's (already resolved) "queue" ids.

  VisibleEntries $ticket
    Returns the arrayref of config entries whose queue condition matches
    $ticket, for use by the UI.

  CreateTicketByConfiguration Ticket => $ticket, Id => $id
    Creates a new ticket linked to "Ticket" using the config entry "Id". The
    entry's "content" is used as the "RT::Action::CreateTickets" template
    text directly, via a transient in-memory template object -- no
    admin-managed Template database row is needed.

    Returns "($ok, $message)".

NAME
    RT::Extension::CreateLinkedTickets

DESCRIPTION
    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. In order to avoid
    ticket creation noise (notifications to queue watchers) in the workflow,
    ticket creation must be confirmed.

RT VERSION
    Works with RT 6.0.0

INSTALLATION
    "perl Makefile.PL"
    "make"
    "make install"
        May need root permissions

    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

CONFIGURATION
    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
    <https://docs.bestpractical.com/rt/6.0/RT/Action/CreateTickets.html>.

  Upgrading from 2.x
    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.

AUTHOR
    NETWAYS GmbH <support@netways.de>

BUGS
    All bugs should be reported on GitHub
    <https://github.com/NETWAYS/rt-extension-createlinkedtickets>.

LICENSE AND COPYRIGHT
    This software is Copyright (c) 2018-2026 by NETWAYS GmbH

    This is free software, licensed under:

      The GNU General Public License, Version 2, June 1991