On Thu, May 9, 2013 at 1:23 PM, [email protected] <[email protected]> wrote: > 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. > > Can you show what you did different ? I am looking into this code and planning to test it out.
> Regards, > Ken > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
-- RT Training in Seattle, June 19-20: http://bestpractical.com/training
