[rt-users] Add to a particular RT ticket/thread via email based on subject line

[gordon at cryologic.com]

You could have an "On Create" scrip which parses the subject line and 
links tickets with the same Old System Number in some ordered fashion.

Gordon

Peter Collins wrote:
> Hi, it's been a while since I used RT and I'm not sure if I'm wording 
> this question correctly, but...
>  
> We have a decrepit ticketing system tied to a good monitoring system. 
> When a machine or service goes down, it creates a ticket and sends a 
> page and email.
>  
> I want to start using RT here, and have our old ticketing system email 
> tickets into RT. The problem is, How can RT recognize 2nd, 3rd, 4th, etc 
> updates from the old system and add them into the same ticket thread?
>  
> Like:
>  
> 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?
>  
> thanks in advance,
>  
> Peter
> 
> 
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