* Roy El-Hames: > Some of our customers ticket systems decide on changing the subject > line altogether,and as a result we get an update to one of our tickets > that generate new one instead of adding new correspondence to the > original ticket. Is there any way we can add new headers where RT > should be looking for [myrt #number] instead of the subject line ..
The correct way to deal with this problem is to use ticket-specific email addresses. This way, you are immune to subject rewriting. You can even copy the subject line from the auto-response, so that the tickets are linked together in both systems (there should be an AdoptSubject script which implements this). Interoperability of ticketing systems is a very neglected issue, I'm afraid. -- Florian Weimer <[EMAIL PROTECTED]> BFK edv-consulting GmbH http://www.bfk.de/ Durlacher Allee 47 tel: +49-721-96201-1 D-76131 Karlsruhe fax: +49-721-96201-99 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
