[rt-users] Two RT installations spamming each other. Suggestions?

[Palle Girgensohn]

Hi,

We recommended a customer to start using RT. We use it ourselves, for 
second line support, and they run first line support. Tickets on their side 
that require our input are sent to us and creates a ticket in our system, 
but since every new reply from them only has their ticket#, our system 
creates a new ticket for every reply. This is getting to be a really big 
problem.

Does anybody have a suggestion for how to solve this in some automatic 
fashion, so that for example their system saves out ticket id in the 
subject?

Regards,
Palle