[rt-users] Problem with multple new tickets on same subject

[Asif Iqbal]

On Thu, May 9, 2013 at 1:23 PM, ktm at rice.edu <ktm at rice.edu> wrote:

> On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote:
> > I am not sure if there is any solution to this. I have been digging
> > everywhere for information but I couldn't find any solution.
> >
> > I am currently using RT 4 as the ticketing system in my company. Below is
> > the scenario:
> >
> > Colleague A emails to the RT’s email and include Colleague B in the loop
> as
> > Cc.
> >
> > RT create new ticket (#1 New Test Ticket) and send auto reply email
> > to Colleague A with Ticket ID.
> >
> > Colleague B ”reply all”  on the original email sent by Colleague A  thus
> > creating another ticket on RT (#2 RE: New Test Ticket).
> >
> > Is there a way to recognize the subject text instead of the ticket ID to
> > avoid the creation of a new ticket? The ideal situation would be to add B
> > email to the same ticket of A email instead of creating a new ticket. At
> > the moment I am doing manually, I go to RT interface and link ticket #2
> to
> > ticket #1.
> >
> > I would be very grateful if someone could help.
> >
> > Thanks a lot,
> >
> > Maria
>
> Hi Maria,
>
> You may want to take a look at this set of patches:
>
> http://code.google.com/p/rt-references/
>
> We use something very similar in-house.
>
>
Can you show what you did different ? I am looking into this code and
planning to test it out.



> Regards,
> Ken
>
>
> --
> RT Training in Seattle, June 19-20: http://bestpractical.com/training




-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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