On Tue, Aug 19, 2014 at 05:36:04AM +0000, Eierschmalz, Bernhard wrote: > we have one customer using its own ticket system. This customer sends us mails > with an information about his own ticket in the subject. > > i.e. [PLUS.DE Ticket#PD077994] > > sometimes when this customer answers, he doesn’t send our ticket number in > subject, so he opens a new ticket. > > Is it possible to identify a mail by this PLUS ticket number and add to our > already opened ticket instead of open a new one?
Look at the code in https://github.com/bestpractical/rt-extension-repliestoresolved The function it hooks can be used to lie to RT and return a ticket id of the existing ticket (as opposed to what this extension does, which is suppress the ticket id so that a new ticket will be created). -kevin
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