[rt-users] RIP tickets

[Torsten Brumm]

Hi,

you are looking for RTx-Shredder i think.

Torsten

2008/5/23 Dominic Lepiane <Dominic.Lepiane at ptgrey.com>:

> Hi,
>
> We've been using RT for many years now and an issue has recently come to my
> attention regarding old tickets being re-opened.  Specifically, when dealing
> with RMAs, we have both an RT ticket number and an separate tracking number
> for another system.  As it turns out, the RT ticket numbers are all 5 digits
> these days (going on 6) and the other number is 4 digits.  What happened was
> that by human error, the numbers can be mixed up whereby an arbitrary and
> very old RT ticket gets reopened when someone tries to update the RMA
> ticket.  Which is not a problem per se, support staff just close the ticket
> again, however, RT then emails out this customer from 5 years ago.
>
> So we were wondering if we can somehow catch emails referring to very old
> closed tickets and do something else with them.  Either email them to
> someone in particular, open up a new ticket, drop them altogether or
> possibly find the correct ticket based on the custom field which contains
> the 4-digit ticket number from the other system.
>
> Can we do this and what are we looking at doing to do this?
>
> If nothing else, I would like to intercept all messages to tickets < 10000
> and redirect those emails to a separate mailbox which I can probably do in
> procmail (if my fu is strong).
>
> Thanks in advance
>
> Dominic Lepiane
> Network Administrator
> Point Grey Research
>
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-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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