Auto merging tickets

RT Users
1

Is there a way to auto merge tickets with the same subject line (for
instance when a user opens multiple tickets in a row)? Or is there a
simple mysql command that I’m lacking that might accomplish this for
me?

2

nm. I got it. Thanks everyone :slight_smile:
sorry for the list clutter.

-steven

3

I tried to add the code from:

http://archives.free.net.ph/message/20040319.180325.27528377.en.html

Into the “new scripts” section but it just returns “Action not found”. It seemed simple enough so I must be doing something wrong. Anyone want to point me in the right direction?

-steven

4

I tried to add the code from:

http://archives.free.net.ph/message/20040319.180325.27528377.en.html

Into the “new scripts” section but it just returns “Action not found”. It seemed simple enough so I must be doing something wrong. Anyone want to point me in the right direction?

Where does it return “Action not found”? I didn’t see such error.

-steven

Search for “NAGIOS” on the wiki and you’ll find a scrip that can be tailored to do what you need.

m.

From: rt-users-bounces@lists.bestpractical.com on behalf of scollins
Sent: Wed 10/5/2005 9:56 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] auto merging tickets

Is there a way to auto merge tickets with the same subject line (for
instance when a user opens multiple tickets in a row)? Or is there a
simple mysql command that I’m lacking that might accomplish this for
me?

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Best regards, Ruslan.

5

Ok, so I’ve finally got a script setup that will auto-merge tickets
based on matching Subject lines for a certain queue and it’s been
working great. The code that grabs the subject is thus:

my $subject = $Transaction->Attachments->First->GetHeader(‘Subject’);

Does anyone know what I would need to grab the Requestor data?

I tried:

my $requestor =
$Transaction->Attachments->First->GetHeader(‘Requestor.EmailAddress’);

assuming “Requestor.EmailAddress” was correct and that it would be in
the header info. But that’s certainly not working.

-steven