[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


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