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

[ktm at rice.edu]

On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote:
> I am not sure if there is any solution to this. I have been digging
> everywhere for information but I couldn't find any solution.
> 
> I am currently using RT 4 as the ticketing system in my company. Below is
> the scenario:
> 
> Colleague A emails to the RT’s email and include Colleague B in the loop as
> Cc.
> 
> RT create new ticket (#1 New Test Ticket) and send auto reply email
> to Colleague A with Ticket ID.
> 
> Colleague B ”reply all”  on the original email sent by Colleague A  thus
> creating another ticket on RT (#2 RE: New Test Ticket).
> 
> Is there a way to recognize the subject text instead of the ticket ID to
> avoid the creation of a new ticket? The ideal situation would be to add B
> email to the same ticket of A email instead of creating a new ticket. At
> the moment I am doing manually, I go to RT interface and link ticket #2 to
> ticket #1.
> 
> I would be very grateful if someone could help.
> 
> Thanks a lot,
> 
> Maria

Hi Maria,

You may want to take a look at this set of patches:

http://code.google.com/p/rt-references/

We use something very similar in-house.

Regards,
Ken