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

[Jok Thuau]

Has anyone from best practical considered integrating these patches in the
source? (seems quite harmless from where I stand)

Would one just fork the github repo and submit a pull request from there?

Thanks,
Jok
-- 
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |





On 5/9/13 10:23 AM, "ktm at rice.edu" <ktm at rice.edu> wrote:

>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 RT¹s 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 ²reply all²  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
>
>
>-- 
>RT Training in Seattle, June 19-20: http://bestpractical.com/training