Peter,
I may be wrong, but I think that unless you can find a way for your
originating system (old) to know what ticket number was created (in RT)
in correspondence to it's own number, it will never work. If you COULD
do that, then I would suggest that every "subsequent addendum" (to an
existing ticket) that is created have the RT email address become a
"Bcc" and put the ticket number reference in the subject line.
Otherwise, you'd just keep getting new tickets. Sorry I can't help more.
Kenn
LBNL
On 7/23/2008 3:54 PM, Peter Collins wrote:
> Hi, it's been a while since I used RT and I'm not sure if I'm wording
> this question correctly, but...
>
> We have a decrepit ticketing system tied to a good monitoring system.
> When a machine or service goes down, it creates a ticket and sends a
> page and email.
>
> I want to start using RT here, and have our old ticketing system email
> tickets into RT. The problem is, How can RT recognize 2nd, 3rd, 4th, etc
> updates from the old system and add them into the same ticket thread?
>
> Like:
>
> Old system sends an email to RT with its own ticket number in the
> subject line.
>
> RT creates at ticket. So far so good.
>
> Old system has an update,such as the problem is trending down, or up, so
> it sends another email with the same ticket number in the subj line.
>
> RT creates a NEW ticket, right? how can I get RT to read that ticket
> number from the old system and add the comment to the original ticket?
>
> thanks in advance,
>
> Peter
>
>
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