Hi,
Thanks Kenneth and Bart. I will look into this options and try it out which works best. Thanks & Regards, Freddie Quah From: [email protected] [mailto:[email protected]] On Behalf Of Bart Sent: Sunday, 14 April, 2013 9:25 PM To: RT User List Subject: Re: [rt-users] Problem with multple new tickets on same subject If your looking into merging tickets based on the subject, then you might want to take a look at the Nagios plugin. It basically does this, but then for nagios alerts. The code isn't too complicated, so maybe you can modify it to simply merge tickets with the same subject (and do no more/less). 2013/4/13 Kenneth Crocker <[email protected]> Freddy, Instruct your users that RT takes care of "CC's" and that they do NOT need to do a "Reply All". A simple "Reply" will do. I have put that comment into many templates. Kenn On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] <[email protected]> wrote: Hi, I am not sure if there is any solution to this. I have been digging everywhere for information but no solution to it so far. I am currently using RT 4.0.10. Customer creates ticket via email. Below is the scenario: Customer A and Customer B are colleagues. Customer A emails to the RT's email and include Customer B in the loop. RT create new ticket and send auto reply email to Customer A with Ticket ID Customer B "reply all" on the original email sent by Customer A thus creating another ticket on RT. Is there a way to recognize the subject text instead when there is no ticket ID present? Thanks & Regards, Freddie Quah 450_V2-Springworks CONFIDENTIALITY CAUTION: This message is intended only for the use of the individual or entity to whom it is addressed and may contain information that is privileged and confidential. If you, the reader of this message, are not the intended recipient, you should not disseminate, distribute or copy this communication. If you have received this communication in error, please notify us immediately by return email and delete the original message. Thank you. cid:[email protected] Please consider the environment before printing this e-mail -- Bart G.
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