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<DIV><SPAN class=799175022-23072008><FONT face=Arial size=2>Hi, it's been a
while since I used RT and I'm not sure if I'm wording this question correctly,
but...</FONT></SPAN></DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial size=2>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.</FONT></SPAN></DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial size=2>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?</FONT></SPAN></DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial
size=2>Like:</FONT></SPAN></DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial size=2>Old system sends an
email to RT with its own ticket number in the subject line.</FONT></SPAN></DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial size=2>RT creates at
ticket. So far so good.</FONT></SPAN></DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial size=2>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.</FONT></SPAN></DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial size=2>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?</FONT></SPAN></DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial size=2>thanks in
advance,</FONT></SPAN></DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=799175022-23072008><FONT face=Arial
size=2>Peter</FONT></SPAN></DIV></BODY></HTML>