You could have an "On Create" scrip which parses the subject line and links tickets with the same Old System Number in some ordered fashion.
Gordon 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 > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 _______________________________________________ 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
