my (@records, $cur_rec);
while (<DATA>) {
   chomp;
   if (s/^\s+//) { $cur_rec->{'summary'} .= " $_"; next }
   my ($tick,$cust,$stat,$prio,$owner) =
      /^ ([\w-]+):  \s*   # ticket
         (\[.*?\])  \s*   # customer
         (\[.*?\])  \s*   # status
         (\[.*?\])  \s*   # priority
         (\[.*?\])        # owner
      /x or next;
   $cur_rec = {
        'ticket#'  => $tick,
        'customer' => $cust,
        'status'   => $stat,
        'priority' => $prio,
        'owner'    => $owner,
   };
   push @records, $cur_rec;
}