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<TITLE>RE:Merge tickets based on Subject (but without ticket tag)</TITLE>
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<P><FONT COLOR="#000000" SIZE=2 FACE="Verdana">Jesse wrote about this recently (see email below, I just joined this list and don’t have the original email to reply to.)</FONT></P>
<P><FONT COLOR="#000000" SIZE=2 FACE="Verdana">Any more information on this extension? When will it be ready, and where do I look for it when it is ready?</FONT>
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<P><FONT COLOR="#000000" SIZE=2 FACE="Verdana">Thanks</FONT>
<BR><FONT COLOR="#000000" SIZE=2 FACE="Verdana">Eric Geyer</FONT>
<BR><FONT COLOR="#000000" SIZE=2 FACE="Verdana">Akamai Technologies</FONT>
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<P><FONT COLOR="#000000" SIZE=2 FACE="Verdana">On Thu, Jun 09, 2005 at 04:58:27PM +1000, Adrian Carter wrote:<BR>
</FONT><FONT COLOR="#660066" SIZE=2 FACE="Verdana">> Okies,<BR>
> What I want to do is have incoming e-mail scan the subject and then<BR>
> look for it based on the regexp of the subject to id the ticket first..<BR>
> Reason being I have a few systems that generate incoming e-mails to me<BR>
> that contain their own unique ticket id but obviously 3 emails from the<BR>
> system currently generates 3 new tickets as they dont pre-pend our<BR>
> ticket id. Since their id is both unique to a case and common to all<BR>
> e-mails, i want to assign the ticket id based on this.<BR>
><BR>
> Where do I need to fudge RT? :) I think doing it pre-ticket creation<BR>
> is the key, because merging them generates needles increasses in the<BR>
> ticket_id seed (as I get on avg 4 emails per incident from the external<BR>
> sources)<BR>
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<FONT COLOR="#000000" SIZE=2 FACE="Verdana">We're putting the finishing touches on an RT extension to do just this.<BR>
I expect the rest of the test suite will land tomorrow, then we'll get<BR>
it out there.<BR>
<BR>
</FONT><FONT COLOR="#660066" SIZE=2 FACE="Verdana">><BR>
> --<BR>
> Adrian Carter<BR>
> Technical Manager<BR>
> Leading Edge Internet<BR>
><BR>
> Web</FONT> <A HREF="http://www.lei.net.au"><U></U><U><FONT COLOR="#0000FF" SIZE=2 FACE="Verdana">http://www.lei.net.au</FONT></U></A><FONT COLOR="#660066" SIZE=2 FACE="Verdana"></FONT> <A HREF="http://support.lei.net.au"><U></U><U><FONT COLOR="#0000FF" SIZE=2 FACE="Verdana">http://support.lei.net.au</FONT></U></A><FONT COLOR="#660066" SIZE=2 FACE="Verdana"><BR>
> Direct +61 2 6163 6162 Support 1 300 662 415<BR>
> E-mail cartera@lei.net.au<BR>
><BR>
><BR>
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> Be sure to check out the RT Wiki at</FONT> <A HREF="http://wiki.bestpractical.com"><U></U><U><FONT COLOR="#0000FF" SIZE=2 FACE="Verdana">http://wiki.bestpractical.com</FONT></U></A><FONT COLOR="#660066" SIZE=2 FACE="Verdana"><BR>
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