On Tue, Jan 20, 2015 at 10:49:48AM +1100, Chris Herrmann wrote: > duplicate tickets on creation? I know there's a Nagios plugin - but these > aren't Nagios tickets so you don't have a system changing state. In this case > the emails all have identical subject tags (like SUBJECT: Warning backup > failure on host(x)); occur within a short time interval but because they're > generated from a remote system none of them have an RT tag like [myrtsystem # > 12345].
The Nagios plugin is just merging after the fact based on Subject.
You could do the same thing using your subjects. Just write a Scrip
which On Create looks for an existing ticket with the Subject and
merges (or calls SetStatus('deleted')).
If you're feeling ambitious, write a MailPlugin that transparently
adds the mail to the existing ticket, or does something else with it.
Heck, you could filter at the mail level using bin/rt to search for
tickets and blackhole mail from getting to RT if you find tickets with
the same subject.
-kevin
pgpMkC2OkStW_.pgp
Description: PGP signature
