When we started talking about implementing RT it was to solve an issue we have between our help desk and the help desk of our biggest customer. The idea was to have their Altiris system send emails to our RT install regarding issues we needed to deal with, and for RT to be able to keep their Altiris system updated as to whether the ticket was rejected or completed by us.
One of the unforeseen issues is the email loop caused by both systems tracking email correspondence by ticket number in the subject. Altiris sets the subject to something like: Medium Incident #11495 has been reassigned by Somebody So of course our RT makes it: [rt.local #104] Medium Incident #11495 has been reassigned by Somebody Anytime the Altiris system updates their ticket we create a new one and anytime RT updates our ticket they create a new one. If anyone has ideas around this issue, I would love to hear them. Thanks in advance, Jeremy _______________________________________________ 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
