Hello Kevin, I know this is a very old mail below. I didn't install the plugin in this times, because it was not so urgent. But now I have the same problem again.
I read about the extension you mentioned. But I think there is one problem. What I understood about the extension is: - when there is a new mail to an existing resolved ticket with defined ticket number - open a new ticket What I need is the following - when there is a new mail to a new ticket AND the subject is starting with defined syntax - check if there is any ticket with almost the same subject - attach the new mail to the existing ticket instead of opening a new one. So the difference is that the extension searches for a ticket with defined number - what I need is to search for any existing ticket with a defined syntax. Are you sure the extension would work in my case? Can you tell me how to use it? Best regards Bernhard -----Ursprüngliche Nachricht----- Von: rt-users [mailto:[email protected]] Im Auftrag von Kevin Falcone Gesendet: Mittwoch, 3. September 2014 22:34 An: [email protected] Betreff: Re: [rt-users] Tickets from other Ticketsystem 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
