How about an “On Correspondence” scrip that looks to see if the message has come from the customer’s system and if the ticket subject in RT doesn’t have their ID number in it, and if not, updates the RT ticket subject appropriately?
The subject contains: “Ticket-Nr. SU2309-0298” followed by some text and the rt ticket no. Here the complete subject from a test ticket:
Rückfrage zu Ticket-Nr. SU2309-0298 zum Thema: [Extern] [RT #1907] Test Ticketsystem
The part including [Extern] is set by the customers system, the rest by rt
There is the point in the workflow as @GreenJimll mentioned:
If your system is the first that opens the ticket you have to update the tickets subject if the answer is received. You see the external number in transaction-subject, only.
Step 1: Test
Update tickets subject manually. (“The Basics”->“Subject” or “Grundlagen”->“Betreff”)
I would do this at least to proof the conept. So make sure it works after that.
In daily work it can be done by staff, too. Depends on the count of tickets. A few a week is ok. More than that or less than two a month needs automation.
We do it still manually.
Additional we put the external Ticket-ID in a CustomField (one for all) to search for this ID.
I see no other way than coding as Scrip.
Condition: On Correspond
Custom preparation code: Test if sender is other ticket-system, continue or quit
Custom commit code: Set tickets subject to the value of transactions subject
I do not have this code, yet an I am too bad to code this on the fly. So I cannot share code.
You have to care for automatic answers of the systems. Each external system is different an needs to be analyzed for this.
Often the “On Resolve” leads to reopen the ticket in the other system.