[rt-users] Searching ticket subjects

[Nilesh]

I don't think that's going to help me.
Let me give you a scenario:

Person A sends a mail to my queue with B and C in CC. RT sends autoreply to
all of them. Then B thinks there should be something added so he replies to
A's mail instead of autoreply mail.
Now I have 2 different tickets created for the same subject by A and B.

On Tue, Jul 12, 2016 at 6:47 PM, Kenneth Marshall <ktm at rice.edu> wrote:

> On Tue, Jul 12, 2016 at 08:58:07AM +0530, Nilesh wrote:
> > Hello,
> >
> > I have installed RT and to quite an extent been able to understand and
> tune
> > it to my needs. But I have a problem: many times multiple people are
> > involved in a ticket and they come as CC in the mail.
> >
> > I have installed one extension which extracts CC/AdminCC from the mail
> and
> > adds them to the ticket, but that doesn't yet solve my problem which is:
> >
> > New ticket gets created if it is not a reply to the automatic reply that
> is
> > sent by RT because their replies does not contain the queue subject tag.
> >
> > What I'm thinking of doing is, doing a fuzzy search based on the
> requestors
> > / cc when a new mail arrives and put the message as a correspondence in
> the
> > existing ticket if subject does not contain the subject tag. I think this
> > will be very inefficient but at least it will solve the problem of
> > duplicate tickets that I'm facing a lot right now.
> >
> > How should I go about doing this? I couldn't find the API for REST
> > mailgateway which I I see is getting called from the rt-mailgate script.
>
> Hi Nilesh,
>
> We added processing to look for a 'In-Reply-To:' header to help link the
> Email to existing requests. It does help keep duplicate tickets from being
> created. I think there are some recipes in the mailing list archives and
> on the wiki.
>
> Regards,
> Ken
>
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