[rt-users] Merge tickets based on Subject (but without ticket tag)

[Adrian Carter]

Okies,
    What I want to do is have incoming e-mail scan the subject and then 
look for it based on the regexp of the subject to id the ticket first.. 
Reason being I have a few systems that generate incoming e-mails to me 
that contain their own unique ticket id but obviously 3 emails from the 
system currently generates 3 new tickets as they dont pre-pend our 
ticket id. Since their id is both unique to a case and common to all 
e-mails, i want to assign the ticket id based on this.

    Where do I need to fudge RT? :) I think doing it pre-ticket creation 
is the key, because merging them generates needles increasses in the 
ticket_id seed (as I get on avg 4 emails per incident from the external 
sources)

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au