[rt-users] Tickets from other Ticketsystem

Kevin Falcone falcone at bestpractical.com
Fri Aug 22 10:00:48 EDT 2014


On Tue, Aug 19, 2014 at 05:36:04AM +0000, Eierschmalz, Bernhard wrote:
> we have one customer using its own ticket system. This customer sends us mails
> with an information about his own ticket in the subject.
> 
> i.e. [PLUS.DE Ticket#PD077994]
> 
> sometimes when this customer answers, he doesn’t send our ticket number in
> subject, so he opens a new ticket.
> 
> Is it possible to identify a mail by this PLUS ticket number and add to our
> already opened ticket instead of open a new one?

Look at the code in
https://github.com/bestpractical/rt-extension-repliestoresolved

The function it hooks can be used to lie to RT and return a ticket
id of the existing ticket (as opposed to what this extension does,
which is suppress the ticket id so that a new ticket will be created).

-kevin
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