[rt-users] Add to a particular RT ticket/thread via email based on subject line
Kevin Falcone
falcone at bestpractical.com
Thu Jul 24 12:15:19 EDT 2008
On Jul 23, 2008, at 6:54 PM, Peter Collins wrote:
> Old system sends an email to RT with its own ticket number in the
> subject line.
>
> RT creates at ticket. So far so good.
>
> Old system has an update,such as the problem is trending down, or
> up, so it sends another email with the same ticket number in the
> subj line.
>
> RT creates a NEW ticket, right? how can I get RT to read that ticket
> number from the old system and add the comment to the original ticket?
You'll need to write code for this. You can extend the ParseTicketId
method in RT::Interface::Email
-kevin
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