[rt-users] Eliminating email generated duplicate tickets?

[Drew Barnes]

Rick Russell wrote:

>
> Definitely possible, but I don't really have the coding skillz. Seems 
> to me that you would write user defined condition & action scrips that:
>
> (1) Performed a search for tickets with the same subject created in 
> the last 24 hours, then
>
> (2) Merge the current ticket with the ticket you found.
>
> I'm not sure how to perform a ticket query as part of a user defined 
> scrip. It would be darn useful.


You might look at 
http://wiki.bestpractical.com/index.cgi?AutoCloseOnNagiosRecoveryMessages 
to get you started.  It matches Nagios PROBLEM and RECOVERY messages 
based on subject lines.

>
> Rick R.
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>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati