[rt-users] email filter that sets ticket via subject lookup?

[Kevin Falcone]

On Thu, Oct 08, 2009 at 11:12:11PM -0500, Robert Eden wrote:
> On 10/8/2009 9:02 AM, Kevin Falcone wrote:
> > On Wed, Oct 07, 2009 at 11:24:50PM -0500, Robert Eden wrote:
> >   
> >> Howdy All.
> >>
> >> We work with a vendor and store the vendor's ticket # in a custom field.
> >>
> >> We'd like to be able to add a comment to the RT ticket by "cc"ing  RT on 
> >> vendor email. The subject of the message contains the vendor ticket 
> >> number, and I'll determine the RT # via a search.
> >>     
> ....
> > You may just want to borrow the Nagios scrips on the wiki and On
> > Create find the existing ticket you need to merge into and set the CF
> > from there.  You'll find the Scrip Action interface to be a lot easier
> > to do what you need (since the tickets exist and you can set
> > properties).
> 
> Thanks for the idea Kevin...  I got a modified scrip working. That 
> solution takes the new ticket and merges it with my main one.  It works, 
> but you have the side-effect of potentially a lot of extra tickets and 
> also additional "requestors" because they're merged.
> 
> Is there any way to avoid the new ticket with new requestor?  I get the 
> feeling the ticket is already created by the time "on-create" hits, so 
> that damage is already done. 

Tickets must exist for Scrips to run on them

> One solution is to extract the text and add the comment to the other 
> ticket and then change the status of the newly created ticket to 
> "delete".  I still get an extra ticket, but at least it doesn't do much 
> harm.  I'm leaning towards that.. I guess it's cleaner than intercepting 
> it at the mail entry.

I'm not sure what this buys you over merging the ticket (which
effectively makes the new ticket disappear into the old ticket) but if
it helps you manage your Requestors, then go for it

-kevin
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