Hi, We are trying to get our RT system working in conjunction with HelpSpot, the ticketing system one of our main suppliers has just implemented. There is a problem whereby one of the systems is deciding to change the subject line, causing a new ticket to be raised unnecessarily.
The actions taken during the test are as follows: Query sent to HelpSpot from RT Subject Line: [support #646306] Test Reply from HelpSpot Subject Line: [support #646306] Test {13335} Received by RT as the following which appears to strip out the reference generated within the curly brackets Subject Line: [support #646306] Test Reply by RT to HelpSpot as the below then generates a new ticket within HelpSpot as it uses the reference number enclosed within curly brackets. Subject Line: [support #646306] Test {13336} I'd like to know which end is causing the subject line to be munged, losing the reference number in curly braces, and causing extra tickets to be created. I have to say that it looks like the RT end is causing this. Can someone tell me why this is happening, and possibly how to fix this. Thanks in advance. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Subject-line-getting-munged-with-3rd-party-ticketing-system-HelpSpot-tp61416.html Sent from the Request Tracker - User mailing list archive at Nabble.com. --------- RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016