[rt-users] Adding emails to Tickets.

Ruslan Zakirov ruz at bestpractical.com
Wed Oct 9 14:28:32 EDT 2013


On Wed, Oct 9, 2013 at 10:16 PM, Bryon Baker <bbaker at copesan.com> wrote:

>  Thanks for the quick response Ruslan.****
>
> ** **
>
> If I am reading the doc correctly it looks like this extension creates a
> new ticket.  This looks good for another reason but I don’t want to create
> a new ticket.  I may have some users that will reply with the ticket number
> not in the subject, but the ticket number will be in the body of the
> email.  When this happens I want the email added to the ticket as a
> transaction.
>

I know what you want and I know that you need that extension to use it as
template to implement your solution. It shows you what to override and some
ideas about how to do it. It also tells which version of RT you need.


> Thanks****
>
> Bryon Baker****
>
> Network Operations Manager****
>
> *Copesan** - Specialists in Pest Solutions*
>
> 800-267-3726  •  262-783-6261 ext. 2296****
>
> bbaker at copesan.com <cstephan at copesan.com>****
>
> www.copesan.com****
>
> *"Servicing North America with Local Care"*****
>
> ** **
>
> *From:* ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] *On
> Behalf Of *Ruslan Zakirov
> *Sent:* Wednesday, October 09, 2013 12:38 PM
> *To:* Bryon Baker
> *Cc:* RT Users (rt-users at lists.bestpractical.com)
> *Subject:* Re: [rt-users] Adding emails to Tickets.****
>
> ** **
>
> Hi,****
>
> ** **
>
> Not a scrip. Take a look at RepliesToResolved extension [1]. You can
> borrow a lot and I know for sure it will work.****
>
> ** **
>
> On Wed, Oct 9, 2013 at 5:14 PM, Bryon Baker <bbaker at copesan.com> wrote:***
> *
>
> I know that RT will append emails to tickets when the subject line
> contains a ticket number this is working great.  I would like to take this
> a step further and have RT looking in the content of the email and do the
> same procedure.****
>
>  ****
>
> What do I need in a scrip to make this happen?****
>
>  ****
>
> Thanks****
>
> Bryon Baker****
>
> Network Operations Manager****
>
> *Copesan** - Specialists in Pest Solutions*****
>
> 800-267-3726  •  262-783-6261 ext. 2296****
>
> bbaker at copesan.com <cstephan at copesan.com>****
>
> www.copesan.com****
>
> *"Servicing North America with Local Care"*****
>
>  ****
>
>
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training****
>
>
>
> ****
>
> ** **
>
> --
> Best regards, Ruslan. ****
>



-- 
Best regards, Ruslan.
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