[rt-users] Problem with multple new tickets on same subject

[Bart]

If your looking into merging tickets based on the subject, then you might
want to take a look at the Nagios plugin.

It basically does this, but then for nagios alerts.

The code isn't too complicated, so maybe you can modify it to simply merge
tickets with the same subject (and do no more/less).


2013/4/13 Kenneth Crocker <kenn.crocker at gmail.com>

> Freddy,
>
> Instruct your users that RT takes care of "CC's" and that they do NOT need
> to do a "Reply All". A simple "Reply" will do. I have put that comment into
> many templates.
>
> Kenn
>
>
> On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] <
> freddie.quah at springworks.com.my> wrote:
>
>> Hi,****
>>
>> ** **
>>
>> I am not sure if there is any solution to this. I have been digging
>> everywhere for information but no solution to it so far.****
>>
>> ** **
>>
>> I am currently using RT 4.0.10. Customer creates ticket via email. Below
>> is the scenario:****
>>
>> ** **
>>
>> Customer A and Customer B are colleagues. ****
>>
>> Customer A emails to the RT’s email and include Customer B in the loop.**
>> **
>>
>> RT create new ticket and send auto reply email to Customer A with Ticket
>> ID****
>>
>> Customer B ”reply all”  on the original email sent by Customer A thus
>> creating another ticket on RT.****
>>
>> ** **
>>
>> Is there a way to recognize the subject text instead when there is no
>> ticket ID present?****
>>
>> ** **
>>
>> ** **
>>
>> Thanks & Regards,****
>>
>> *Freddie Quah*
>>
>> ** **
>>
>> [image: 450_V2-Springworks]****
>>
>>           ****
>>
>> *CONFIDENTIALITY CAUTION: *
>> This message is intended only for the use of the individual or entity to
>> whom it is addressed and may contain information that is privileged and
>> confidential. If you, the reader of this message, are not the intended
>> recipient, you should not disseminate, distribute or copy this
>> communication. If you have received this communication in error, please
>> notify us immediately by return email and delete the original message.
>> Thank you.****
>>
>> ** **
>>
>> *[image: cid:image001.png at 01CCA2BB.CF75F520]** *Please consider the
>> environment before printing this e-mail****
>>
>> ** **
>>
>
>


-- 
Bart G.
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