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

Freddie Quah [Springworks] freddie.quah at springworks.com.my
Sun Apr 14 20:38:48 EDT 2013



Thanks Kenneth and Bart. I will look into this options and try it out which
works best.


Thanks & Regards,

Freddie Quah


From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bart
Sent: Sunday, 14 April, 2013 9:25 PM
To: RT User List
Subject: Re: [rt-users] Problem with multple new tickets on same subject


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>


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.



On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks]
<freddie.quah at springworks.com.my> wrote:



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




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Bart G. 

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