Hello Kevin, I already thought about creating a scrip like Condition: Transaction obj = "create" Subject contains "[plus ticket#"
Action: Search tickets with same plus-ticket no. If one exists, combine What do you think about this solution? Or would you prefer the strongly modified plugin? Best regards Bernhard -----Ursprüngliche Nachricht----- Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Freitag, 22. August 2014 16:01 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Tickets from other Ticketsystem 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 -- RT Training - Boston, September 9-10 http://bestpractical.com/training