Hello all, I am feeling quite dumb today (that's just an FYI) and am not sure what I might need to do to implement updating tickets via email, but there are some caveats to that.
The workflow is as follows (on a typical ticket) Customer calls into after-hours support Ticket is created and given an ID in their proprietary ticketing system Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number This is working properly, the issue comes up when the following happens Customer calls into after-hours support Ticket is created and given an ID in their proprietary ticketing system (Let's say ticket #GX-9943-Y) Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number (HCC #56093) Customer calls back to after-hours support regarding the same ticket Ticket is updated in their proprietary system Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number (HCC #56095) What I would like to have happen is that when they are doing an update on their end, it will also update on my end. So I don't (sometimes) have 10 open tickets for 1 customer with a single issue. In thinking about this so far, it would seem that the only thing that could be common between the two tickets would be some information in the subject line such as the ticket number from their system (because if we did it by name, we'd get only one long ticket over the course of time. Is there a way that when a ticket comes in via email I can look to see if it has some information in the subject so it will just update the already created ticket? They have access to our system and can look/create/update/whatever any ticket they choose, but we are trying to avoid the techs having to do double entry. Any insight is appreciated. Greg Evans Hood Canal Communications (360) 898-2481 ext.212
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