[rt-users] Tickets from other Ticketsystem
Bernhard.Eierschmalz at scheppach.com
Mon May 11 04:43:43 EDT 2015
I know this is a very old mail below. I didn't install the plugin in this times, because it was not so urgent.
But now I have the same problem again.
I read about the extension you mentioned. But I think there is one problem.
What I understood about the extension is:
- when there is a new mail to an existing resolved ticket with defined ticket number
- open a new ticket
What I need is the following
- when there is a new mail to a new ticket AND the subject is starting with defined syntax
- check if there is any ticket with almost the same subject
- attach the new mail to the existing ticket instead of opening a new one.
So the difference is that the extension searches for a ticket with defined number - what I need is to search for any existing ticket with a defined syntax.
Are you sure the extension would work in my case?
Can you tell me how to use it?
Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin Falcone
Gesendet: Mittwoch, 3. September 2014 22:34
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Tickets from other Ticketsystem
On Mon, Aug 25, 2014 at 08:27:00AM +0000, Eierschmalz, Bernhard wrote:
> Hello Kevin,
> I already thought about creating a scrip like
> Transaction obj = "create"
> Subject contains "[plus ticket#"
> Search tickets with same plus-ticket no.
> If one exists, combine
> What do you think about this solution? Or would you prefer the strongly modified plugin?
Scrip runs after the second ticket is created and sends email. You then Merge it.
The plugin never allows the second ticket to be created.
> -----Ursprüngliche Nachricht-----
> Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im
> Auftrag von Kevin Falcone
> Gesendet: Freitag, 22. August 2014 16:01
> An: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Tickets from other Ticketsystem
> 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
> 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).
> RT Training - Boston, September 9-10
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