On Jul 23, 2008, at 6:54 PM, Peter Collins wrote: > 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?
You'll need to write code for this. You can extend the ParseTicketId method in RT::Interface::Email -kevin _______________________________________________ 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
