Hello, I have installed RT and to quite an extent been able to understand and tune it to my needs. But I have a problem: many times multiple people are involved in a ticket and they come as CC in the mail.
I have installed one extension which extracts CC/AdminCC from the mail and adds them to the ticket, but that doesn't yet solve my problem which is: New ticket gets created if it is not a reply to the automatic reply that is sent by RT because their replies does not contain the queue subject tag. What I'm thinking of doing is, doing a fuzzy search based on the requestors / cc when a new mail arrives and put the message as a correspondence in the existing ticket if subject does not contain the subject tag. I think this will be very inefficient but at least it will solve the problem of duplicate tickets that I'm facing a lot right now. How should I go about doing this? I couldn't find the API for REST mailgateway which I I see is getting called from the rt-mailgate script.
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