[rt-users] automatically linking tickets together

[Tom Lahti]

Custom code; this is one of the reasons the REST interface exists.  With
it you can do anything.

Have the mail transport deliver the email to a script that parses the
mail and executes some REST calls, either directly or through a library.

See the bottom of the page http://requesttracker.wikia.com/wiki/REST for
a list of libraries you can use.



> Piet,
>
> On 14/11/13 10:10, Piet Honkoop wrote:
>
>> central RT4 ticketing system with a number of customers with own (other)
>> trouble ticket systems.
>> Many of those misbehave by sending too many mails where they molest the
>> subject in order to insert their own ticket id.
>>
>> What I want to do is based on their ticket id link those emails to the
>> initially created ticket within RT.
>>
>> What is the best way to do that given that the incoming mail does not
>> necessarily have an RT ticket number in the subject?
> We have a similar problem. In our case the ticket number is usually in
> the body of the e-mail, so perhaps picking that up is the way to go.
> I've no idea how to implement that though!
>
> Regards,
> Tony.



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