On Tue, 2016-07-12 at 08:40 -0500, Kenneth Marshall wrote: > On Tue, Jul 12, 2016 at 07:06:41PM +0530, Nilesh wrote: > > > > On Tue, Jul 12, 2016 at 7:02 PM, Nilesh <m...@nileshgr.com> wrote: > > > > > > > > On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall <k...@rice.edu> wrote: > > > > > > > > > > > On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote: > > > > > > > > > > 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. > > > > > > > > > Hi Nilesh, > > > > > > > > The 2nd Email should include an In-Reply-To: header that can be used > > > > to link it to the 1st Email's ticket. > > > > > > > > Regards, > > > > Ken > > > > > > > Does the default RT strip that off? Because I'm not seeing in one recent > > > duplicate created in the manner I described. > > > > > Ah it's hidden inside 'show full headers'. This is interesting. Is there > > some documentation about this header? > Hi, > > You can look at the RFC's, but that was the header that provided the most > value in reducing duplicate tickets. > > Regards, > Ken
As this discussion is going on a few duplicate tickets were created in the system and this definitely looks like a good way to solve it. Did you use ExtractCustomFields module to get this done? I'm thinking of doing it like this: Run ExtractCustomFields on every correspond to get the Message ID out of the headers. Then I can search through this field probably using a customized rt- mailgate. Does that sound good? I don't think there's a way using scrips because by the time scrip executes ticket is already created (unless something is possible in the "On transaction" condition). --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
