[rt-users] automatically linking tickets together

[Tony Arnold]

Piet,

On 14/11/13 10:10, Piet Honkoop wrote:

> central RT4 ticketing system with a number of customers with own (other)
> trouble ticket systems.
> Many of those misbehave by sending too many mails where they molest the
> subject in order to insert their own ticket id.
> 
> What I want to do is based on their ticket id link those emails to the
> initially created ticket within RT.
> 
> What is the best way to do that given that the incoming mail does not
> necessarily have an RT ticket number in the subject?

We have a similar problem. In our case the ticket number is usually in
the body of the e-mail, so perhaps picking that up is the way to go.
I've no idea how to implement that though!

Regards,
Tony.
-- 
Tony Arnold,                        Tel: +44 (0) 161 275 6093
Head of IT Security,                Fax: +44 (0) 705 344 3082
University of Manchester,           Mob: +44 (0) 773 330 0039
Manchester M13 9PL.                 Email: tony.arnold at manchester.ac.uk