We would like to implement automatic handling of email messages with "foreign tickets" in our RT installation.
When we get an email message containing a foreign ticket-id, we will create a new RT ticket in our system, taken special care to register the foreign ticket-id. When we get an email message with updated information about a previously seen foreign ticket-id, we will append/merge this into the existing RT ticket in our system. Ticket resolution could be automatic as well. I found this solution on the wiki, which implements a similar idea. http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages We would like this to be handled in a generic way. In principle one ticket in our RT system can refer to several other tickets on different foreign ticket systems. The first question is how to store the foreign ticket-id. One possibility is to use one of the Links fields in RT, another is to create a specific multivalued custom field. I guess this is a common use-case, and it could probably be implemented in a generic way, maybe even as an RT extension. I am wondering if someone has done something like this already. - Vegard V - -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
