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

[Jesse Vincent]

Have a look at RT::Extension::ExtractSubjectTokens on CPAN.

------- Original message -------
From: Palle Girgensohn <girgen at pingpong.net>
Sent: 10-10-'07,  8:33

> 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
> 
> 
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