[rt-users] Add to a particular RT ticket/thread via email based on subject line

gordon at cryologic.com gordon at cryologic.com
Thu Jul 24 18:04:21 EDT 2008


You could have an "On Create" scrip which parses the subject line and 
links tickets with the same Old System Number in some ordered fashion.

Gordon

Peter Collins wrote:
> Hi, it's been a while since I used RT and I'm not sure if I'm wording 
> this question correctly, but...
>  
> We have a decrepit ticketing system tied to a good monitoring system. 
> When a machine or service goes down, it creates a ticket and sends a 
> page and email.
>  
> I want to start using RT here, and have our old ticketing system email 
> tickets into RT. The problem is, How can RT recognize 2nd, 3rd, 4th, etc 
> updates from the old system and add them into the same ticket thread?
>  
> Like:
>  
> Old system sends an email to RT with its own ticket number in the 
> subject line.
>  
> RT creates at ticket. So far so good.
>  
> Old system has an update,such as the problem is trending down, or up, so 
> it sends another email with the same ticket number in the subj line.
>  
> RT creates a NEW ticket, right? how can I get RT to read that ticket 
> number from the old system and add the comment to the original ticket?
>  
> thanks in advance,
>  
> Peter
> 
> 
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