[rt-users] Searching ticket subjects

[Nilesh]

On Tue, 2016-07-12 at 08:40 -0500, Kenneth Marshall wrote:
> On Tue, Jul 12, 2016 at 07:06:41PM +0530, Nilesh wrote:
> > 
> > On Tue, Jul 12, 2016 at 7:02 PM, Nilesh <me at nileshgr.com> wrote:
> > 
> > > 
> > > On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall <ktm at rice.edu> wrote:
> > > 
> > > > 
> > > > On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote:
> > > > > 
> > > > > 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.
> > > > > 
> > > > Hi Nilesh,
> > > > 
> > > > The 2nd Email should include an In-Reply-To: header that can be used
> > > > to link it to the 1st Email's ticket.
> > > > 
> > > > Regards,
> > > > Ken
> > > > 
> > > Does the default RT strip that off? Because I'm not seeing in one recent
> > > duplicate created in the manner I described.
> > > 
> > Ah it's hidden inside 'show full headers'. This is interesting. Is there
> > some documentation about this header?
> Hi,
> 
> You can look at the RFC's, but that was the header that provided the most
> value in reducing duplicate tickets.
> 
> Regards,
> Ken

As this discussion is going on a few duplicate tickets were created in the
system and this definitely looks like a good way to solve it. Did you use
ExtractCustomFields module to get this done? 

I'm thinking of doing it like this:
Run ExtractCustomFields on every correspond to get the Message ID out of the
headers. Then I can search through this field probably using a customized rt-
mailgate. Does that sound good? I don't think there's a way using scrips because
by the time scrip executes ticket is already created (unless something is
possible in the "On transaction" condition).