[rt-users] Original request on Resolve page

[Matt Zagrabelny]

On Tue, Jun 21, 2016 at 4:56 AM, Guadagnino Cristiano
<guadagnino.cristiano at creval.it> wrote:
> 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

> Thank you in advance
> Cris
> ---------
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