On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote: > I am not sure if there is any solution to this. I have been digging > everywhere for information but I couldn't find any solution. > > I am currently using RT 4 as the ticketing system in my company. Below is > the scenario: > > Colleague A emails to the RT’s email and include Colleague B in the loop as > Cc. > > RT create new ticket (#1 New Test Ticket) and send auto reply email > to Colleague A with Ticket ID. > > Colleague B ”reply all” on the original email sent by Colleague A thus > creating another ticket on RT (#2 RE: New Test Ticket). > > Is there a way to recognize the subject text instead of the ticket ID to > avoid the creation of a new ticket? The ideal situation would be to add B > email to the same ticket of A email instead of creating a new ticket. At > the moment I am doing manually, I go to RT interface and link ticket #2 to > ticket #1. > > I would be very grateful if someone could help. > > Thanks a lot, > > Maria
Hi Maria, You may want to take a look at this set of patches: http://code.google.com/p/rt-references/ We use something very similar in-house. Regards, Ken -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
