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</o:shapelayout></xml><![endif]--></head><body lang=EN-MY link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Hi,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Thanks Kenneth and Bart. I will look into this options and try it out which works best.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Century Gothic","sans-serif";color:#1F497D'>Thanks & Regards,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Century Gothic","sans-serif";color:#1F497D'>Freddie Quah<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Bart<br><b>Sent:</b> Sunday, 14 April, 2013 9:25 PM<br><b>To:</b> RT User List<br><b>Subject:</b> Re: [rt-users] Problem with multple new tickets on same subject<o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><div><div><p class=MsoNormal style='margin-bottom:12.0pt'>If your looking into merging tickets based on the subject, then you might want to take a look at the Nagios plugin.<o:p></o:p></p></div><p class=MsoNormal>It basically does this, but then for nagios alerts.<br><br>The code isn't too complicated, so maybe you can modify it to simply merge tickets with the same subject (and do no more/less).<o:p></o:p></p></div><div><p class=MsoNormal style='margin-bottom:12.0pt'><o:p> </o:p></p><div><p class=MsoNormal>2013/4/13 Kenneth Crocker <<a href="mailto:kenn.crocker@gmail.com" target="_blank">kenn.crocker@gmail.com</a>><o:p></o:p></p><div><div><div><p class=MsoNormal style='margin-bottom:12.0pt'>Freddy,<o:p></o:p></p></div><p class=MsoNormal style='margin-bottom:12.0pt'>Instruct your users that RT takes care of "CC's" and that they do NOT need to do a "Reply All". A simple "Reply" will do. I have put that comment into many templates.<o:p></o:p></p></div><p class=MsoNormal>Kenn<o:p></o:p></p></div><div><div><div><p class=MsoNormal style='margin-bottom:12.0pt'><o:p> </o:p></p><div><p class=MsoNormal>On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] <<a href="mailto:freddie.quah@springworks.com.my" target="_blank">freddie.quah@springworks.com.my</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Hi,<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>I am not sure if there is any solution to this. I have been digging everywhere for information but no solution to it so far.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>I am currently using RT 4.0.10. Customer creates ticket via email. Below is the scenario:<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Customer A and Customer B are colleagues. <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Customer A emails to the RT’s email and include Customer B in the loop.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>RT create new ticket and send auto reply email to Customer A with Ticket ID<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Customer B ”reply all” on the original email sent by Customer A thus creating another ticket on RT.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Is there a way to recognize the subject text instead when there is no ticket ID present?<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Century Gothic","sans-serif"'>Thanks & Regards,</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><i><span style='font-size:20.0pt;font-family:"Edwardian Script ITC";color:#9BBB59'>Freddie Quah</span></i></b><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'><img border=0 width=450 height=77 id="_x0000_i1025" src="cid:image001.png@01CE39B4.A3B35AE0" alt="450_V2-Springworks"></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:7.5pt;font-family:"Tahoma","sans-serif";color:#92D050'>CONFIDENTIALITY CAUTION: </span></b><span style='font-family:SimSun;color:#92D050'><br></span><span style='font-size:7.5pt;font-family:"Tahoma","sans-serif";color:#92D050'>This message is intended only for the use of the individual or entity to whom it is addressed and may contain information that is privileged and confidential. If you, the reader of this message, are not the intended recipient, you should not disseminate, distribute or copy this communication. If you have received this communication in error, please notify us immediately by return email and delete the original message. Thank you.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:7.5pt;font-family:"Tahoma","sans-serif"'><img border=0 width=14 height=14 id="_x0000_i1026" src="cid:image002.png@01CE39B4.A3B35AE0" alt="cid:image001.png@01CCA2BB.CF75F520"><span style='color:green'> </span></span></b><span style='font-size:7.5pt;font-family:"Tahoma","sans-serif";color:green'>Please consider the environment before printing this e-mail</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div></div><p class=MsoNormal><o:p> </o:p></p></div></div></div></div><p class=MsoNormal><br><br clear=all><br>-- <br>Bart G. <o:p></o:p></p></div></div></body></html>