On Fri, Oct 09, 2009 at 09:27:15AM -0400, Kevin Falcone wrote: > On Thu, Oct 08, 2009 at 11:12:11PM -0500, Robert Eden wrote: > > On 10/8/2009 9:02 AM, Kevin Falcone wrote: > > > On Wed, Oct 07, 2009 at 11:24:50PM -0500, Robert Eden wrote: > > > > > >> Howdy All. > > >> > > >> We work with a vendor and store the vendor's ticket # in a custom field. > > >> > > >> We'd like to be able to add a comment to the RT ticket by "cc"ing RT on > > >> vendor email. The subject of the message contains the vendor ticket > > >> number, and I'll determine the RT # via a search. > > >> > > .... > > > You may just want to borrow the Nagios scrips on the wiki and On > > > Create find the existing ticket you need to merge into and set the CF > > > from there. You'll find the Scrip Action interface to be a lot easier > > > to do what you need (since the tickets exist and you can set > > > properties). > > > > Thanks for the idea Kevin... I got a modified scrip working. That > > solution takes the new ticket and merges it with my main one. It works, > > but you have the side-effect of potentially a lot of extra tickets and > > also additional "requestors" because they're merged. > > > > Is there any way to avoid the new ticket with new requestor? I get the > > feeling the ticket is already created by the time "on-create" hits, so > > that damage is already done. > > Tickets must exist for Scrips to run on them > > > One solution is to extract the text and add the comment to the other > > ticket and then change the status of the newly created ticket to > > "delete". I still get an extra ticket, but at least it doesn't do much > > harm. I'm leaning towards that.. I guess it's cleaner than intercepting > > it at the mail entry. > > I'm not sure what this buys you over merging the ticket (which > effectively makes the new ticket disappear into the old ticket) but if > it helps you manage your Requestors, then go for it > > -kevin
Has the performance problem with many merged tickets been resolved? If not, this method will perform better instead of taking much time and CPU to pull up a ticket with many, many merges. Regards, Ken _______________________________________________ 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
