I don't think that's going to help me. Let me give you a scenario: Person A sends a mail to my queue with B and C in CC. RT sends autoreply to all of them. Then B thinks there should be something added so he replies to A's mail instead of autoreply mail. Now I have 2 different tickets created for the same subject by A and B.
On Tue, Jul 12, 2016 at 6:47 PM, Kenneth Marshall <[email protected]> wrote: > On Tue, Jul 12, 2016 at 08:58:07AM +0530, Nilesh wrote: > > 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. > > Hi Nilesh, > > We added processing to look for a 'In-Reply-To:' header to help link the > Email to existing requests. It does help keep duplicate tickets from being > created. I think there are some recipes in the mailing list archives and > on the wiki. > > Regards, > Ken >
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