[rt-users] Automatic merging of Tickets with Scrips

Drew Barnes barnesaw at ucrwcu.rwc.uc.edu
Thu Jul 3 09:01:00 EDT 2008

You could look at 
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages and 
modify to match subjects.

Rode, Philipp wrote:
> Hi there,
> in our company we are running  2 RTs. These 2 RTs are corresponding with
> each other. For example, when someone creates a new ticket on RT2 in the
> "RT1 queue", this ticket will be sent to RT1 where another ticket is
> created. When answering to this ticket on RT1, the answer is also sent
> to RT2, which recognizes the ticket ID correctly (because the subject is
> something like "[RT1 #321] [RT2 #123] ...").
> The problem is that this doesn't work the other way around. Answers on
> RT2 are send to RT1, but because the email doesn't contain RT1's Ticket
> ID (the subject is just "[RT2 #123] ...") this creates a new ticket on
> RT1.
> What I want to do is check new tickets on RT1 for RT2's "ticket ID tag"
> ([RT2 #123]) in the subject, find the already existing ticket on RT1 and
> merge the two tickets. I already know how to find the ticket but I
> haven't been able to find out how to merge them.
> Any help would be appreciated.
> Thanks, Phil
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Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

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