[rt-users] integrate rt with monitor system

[Marco Avvisano]

Hi all,
i'm new to RT..
i'm tryng to integrate RT with my hobbit monitor system, so that when an 
mail-allarm is generated form my monitor system,
automatically a ticket is open on  RT.
 My question is, it's possible to configure RT so that if incoming more 
equal emails from my monitor system is open only 1 ticket?
How include the variable "time extimated to work" in open mail ticket?

thanks fo help

Marco