RT Email Questions

RT Users
1

Hey Guys,

I have a couple of questions relating to using email to update / create tickets.

  1. What is the minimum information I need in the subject line for the email to be appended to an existing ticket?
  2. Currently if the subject line doesn’t match an existing ticket, RT creates a new ticket. Can this be prevented? Ie send a bounce back to the person sending the original email??

Does this make sense?!

Thanks

Stevo

2

Hey Guys,

I have a couple of questions relating to using email to update / create
tickets.

  1. What is the minimum information I need in the subject line for the email
    to be appended to an existing ticket?
  2. Currently if the subject line doesn’t match an existing ticket, RT
    creates a new ticket. Can this be prevented? Ie send a bounce back to the
    person sending the original email??

Does this make sense?!

Thanks

Stevo

3

Stevo wrote:

Hey Guys,

I have a couple of questions relating to using email to update / create
tickets.

  1. What is the minimum information I need in the subject line for the
    email to be appended to an existing ticket?
    [RTNAME #TICKETID]
  1. Currently if the subject line doesn’t match an existing ticket, RT
    creates a new ticket. Can this be prevented? Ie send a bounce back to
    the person sending the original email??
    You can revoke right ‘CreateTicket’.
    Also see current Email plugins, that parse mails.

Does this make sense?!
In public queues - no. And generally no, but if you wish you can try.