Okies,
What I want to do is have incoming e-mail scan the subject and then
look for it based on the regexp of the subject to id the ticket first…
Reason being I have a few systems that generate incoming e-mails to me
that contain their own unique ticket id but obviously 3 emails from the
system currently generates 3 new tickets as they dont pre-pend our
ticket id. Since their id is both unique to a case and common to all
e-mails, i want to assign the ticket id based on this.
Where do I need to fudge RT? :) I think doing it pre-ticket creation
is the key, because merging them generates needles increasses in the
ticket_id seed (as I get on avg 4 emails per incident from the external
sources)
Adrian Carter
Technical Manager
Leading Edge Internet
Web http://www.lei.net.au http://support.lei.net.au
Direct +61 2 6163 6162 Support 1 300 662 415
E-mail cartera@lei.net.au
Okies,
What I want to do is have incoming e-mail scan the subject and then
look for it based on the regexp of the subject to id the ticket first…
Reason being I have a few systems that generate incoming e-mails to me
that contain their own unique ticket id but obviously 3 emails from the
system currently generates 3 new tickets as they dont pre-pend our
ticket id. Since their id is both unique to a case and common to all
e-mails, i want to assign the ticket id based on this.
Where do I need to fudge RT? 
I think doing it pre-ticket creation
is the key, because merging them generates needles increasses in the
ticket_id seed (as I get on avg 4 emails per incident from the external
sources)
We’re putting the finishing touches on an RT extension to do just this.
I expect the rest of the test suite will land tomorrow, then we’ll get
it out there.
Jesse wrote about this recently (see email below, I just joined this
list and don’t have the original email to reply to.)
Any more information on this extension? When will it be ready, and
where do I look for it when it is ready?
Thanks
Eric Geyer
Akamai Technologies
Okies,
What I want to do is have incoming e-mail scan the subject and then
look for it based on the regexp of the subject to id the ticket
first…
Reason being I have a few systems that generate incoming e-mails to me
that contain their own unique ticket id but obviously 3 emails from
the
system currently generates 3 new tickets as they dont pre-pend our
ticket id. Since their id is both unique to a case and common to all
e-mails, i want to assign the ticket id based on this.
Where do I need to fudge RT? I think doing it pre-ticket creation
is the key, because merging them generates needles increasses in the
ticket_id seed (as I get on avg 4 emails per incident from the
external
sources)
We’re putting the finishing touches on an RT extension to do just this.
I expect the rest of the test suite will land tomorrow, then we’ll get
it out there.