Beware: this code is completely untested.

my($ticket,$customer,$status,$priority,$owner,$summary);
while (<FILE_HANDLE>) {
   chomp;
   if (substr($_, 0,1) == " ") {
      ### 1st char is space - line just be summary line ###
      my $summary = $_;

      ### since you now have all the pieces of data, you
      ### can build your hash and array element, and then
      ### move on to the next record.
   }
   else {
      ### 1st char is not a space - this is not a summary
      ### line.
      ($ticket,$customer,$status,$priority,$owner) =
         split /\w+/;
   }
[download]

HTH.