[rt-users] Tickets from other Ticketsystem

[Eierschmalz, Bernhard]

Hello Kevin,

I already thought about creating a scrip like
Condition:
Transaction obj = "create"
Subject contains "[plus ticket#"

Action:
Search tickets with same plus-ticket no.
If one exists, combine

What do you think about this solution? Or would you prefer the strongly modified plugin?


Best regards
Bernhard


-----Ursprüngliche Nachricht-----
Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin Falcone
Gesendet: Freitag, 22. August 2014 16:01
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Tickets from other Ticketsystem

On Tue, Aug 19, 2014 at 05:36:04AM +0000, Eierschmalz, Bernhard wrote:
> we have one customer using its own ticket system. This customer sends 
> us mails with an information about his own ticket in the subject.
> 
> i.e. [PLUS.DE Ticket#PD077994]
> 
> sometimes when this customer answers, he doesn’t send our ticket 
> number in subject, so he opens a new ticket.
> 
> Is it possible to identify a mail by this PLUS ticket number and add 
> to our already opened ticket instead of open a new one?

Look at the code in
https://github.com/bestpractical/rt-extension-repliestoresolved

The function it hooks can be used to lie to RT and return a ticket id of the existing ticket (as opposed to what this extension does, which is suppress the ticket id so that a new ticket will be created).

-kevin