[rt-users] connecting correspondence to existing tickets

Eleanor J. Evans [Panix Staff] eje at panix.com
Thu Mar 6 13:25:53 EST 2014

On Wed, Mar 05, 2014 at 10:57:03AM -0500, Kevin Falcone wrote:
> You've described the workflow of RT-Extension-Nagios which you can
> probably steal code from.  Alternately, if you don't want to create
> the ticket and then merge it, you could use an override of
> ExtractTicketId to 'fake' the existence of RT's subject tag so that RT
> will just append to the existing ticket.
> Documentation for those methods will be in a later release, currently
> here:
> https://github.com/bestpractical/rt/commit/7addb5fbabc298fc4bf8565998d3c64b746826e1
> and it references another extension you can examine to see how it
> works.

Thank you, Kevin!  Super helpful, as always.

Eleanor J. Piglet Evans, eje at panix.com
Customer Support, (212) 741-4400

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