Add to a particular RT ticket/thread via email based on subject line

RT Users
1

Hi, it’s been a while since I used RT and I’m not sure if I’m wording
this question correctly, but…

We have a decrepit ticketing system tied to a good monitoring system.
When a machine or service goes down, it creates a ticket and sends a
page and email.

I want to start using RT here, and have our old ticketing system email
tickets into RT. The problem is, How can RT recognize 2nd, 3rd, 4th, etc
updates from the old system and add them into the same ticket thread?

Like:

Old system sends an email to RT with its own ticket number in the
subject line.

RT creates at ticket. So far so good.

Old system has an update,such as the problem is trending down, or up, so
it sends another email with the same ticket number in the subj line.

RT creates a NEW ticket, right? how can I get RT to read that ticket
number from the old system and add the comment to the original ticket?

thanks in advance,

Peter

2

Peter,

I may be wrong, but I think that unless you can find a way for your

originating system (old) to know what ticket number was created (in RT)
in correspondence to it’s own number, it will never work. If you COULD
do that, then I would suggest that every “subsequent addendum” (to an
existing ticket) that is created have the RT email address become a
“Bcc” and put the ticket number reference in the subject line.
Otherwise, you’d just keep getting new tickets. Sorry I can’t help more.

Kenn
LBNLOn 7/23/2008 3:54 PM, Peter Collins wrote:

Hi, it’s been a while since I used RT and I’m not sure if I’m wording
this question correctly, but…

We have a decrepit ticketing system tied to a good monitoring system.
When a machine or service goes down, it creates a ticket and sends a
page and email.

I want to start using RT here, and have our old ticketing system email
tickets into RT. The problem is, How can RT recognize 2nd, 3rd, 4th, etc
updates from the old system and add them into the same ticket thread?

Like:

Old system sends an email to RT with its own ticket number in the
subject line.

RT creates at ticket. So far so good.

Old system has an update,such as the problem is trending down, or up, so
it sends another email with the same ticket number in the subj line.

RT creates a NEW ticket, right? how can I get RT to read that ticket
number from the old system and add the comment to the original ticket?

thanks in advance,

Peter

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3

Old system sends an email to RT with its own ticket number in the
subject line.

RT creates at ticket. So far so good.

Old system has an update,such as the problem is trending down, or
up, so it sends another email with the same ticket number in the
subj line.

RT creates a NEW ticket, right? how can I get RT to read that ticket
number from the old system and add the comment to the original ticket?

You’ll need to write code for this. You can extend the ParseTicketId
method in RT::Interface::Email

-kevin

4

You could have an “On Create” scrip which parses the subject line and
links tickets with the same Old System Number in some ordered fashion.

Gordon

Peter Collins wrote: