I have a situation where I am receiving updates from another automated ticketing system which do not include our ticket tag, but do use their own trouble ticket number in the Subject line. I want to attach all the traffic from those updates to the same ticket.
The simplest way appears to be check on create to see if the new ticket is from specific sender, filter their trouble ticket number out of the Subject line, and look for that value in the custom field of an existing ticket. If I find one, merge the new ticket into that old ticket. If not, set the custom field of this new ticket. Am I missing something easier in the new RT? I started w/ 3.8, but we're up to 4.2.2 now and I may have missed some new helpful features... -- Eleanor J. Piglet Evans, e...@panix.com Customer Support, (212) 741-4400 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
