[rt-users] Making RT and Altiris play nice

[Jesse Vincent]

On Thu, Jun 04, 2009 at 05:10:58PM -0400, Jeremy Winder wrote:
> When we started talking about implementing RT it was to solve an issue
> we have between our help desk and the help desk of our biggest customer.
> The idea was to have their Altiris system send emails to our RT install
> regarding issues we needed to deal with, and for RT to be able to keep
> their Altiris system updated as to whether the ticket was rejected or
> completed by us.
> 
> One of the unforeseen issues is the email loop caused by both systems
> tracking email correspondence by ticket number in the subject. Altiris
> sets the subject to something like:
> 
> Medium Incident #11495 has been reassigned by Somebody
> 
> So of course our RT makes it:
> 
> [rt.local #104] Medium Incident #11495 has been reassigned by Somebody
> 
> Anytime the Altiris system updates their ticket we create a new one and
> anytime RT updates our ticket they create a new one.
> 
> If anyone has ideas around this issue, I would love to hear them.

RT 3.8 has a built-in Scrip which should take care of this for you once
it's taught to recognize the subject tags from altiris. 

You want to look at the documentation for ExtractSubjectTagMatch in your
RT_Config.pm



> Thanks in advance,
> 
> Jeremy
> 
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