On Mon, Aug 25, 2014 at 08:27:00AM +0000, Eierschmalz, Bernhard wrote: > 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? >
Scrip runs after the second ticket is created and sends email. You then Merge it. The plugin never allows the second ticket to be created. -kevin > > > -----Ursprüngliche Nachricht----- > Von: rt-users [mailto:[email protected]] Im Auftrag > von Kevin Falcone > Gesendet: Freitag, 22. August 2014 16:01 > An: [email protected] > 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
pgpcd1u6T0stv.pgp
Description: PGP signature
-- RT Training - Boston, September 9-10 http://bestpractical.com/training
