I have installed RT and to quite an extent been able to understand and tune
it to my needs. But I have a problem: many times multiple people are
involved in a ticket and they come as CC in the mail.
I have installed one extension which extracts CC/AdminCC from the mail and
adds them to the ticket, but that doesn’t yet solve my problem which is:
New ticket gets created if it is not a reply to the automatic reply that is
What I’m thinking of doing is, doing a fuzzy search based on the requestors
/ cc when a new mail arrives and put the message as a correspondence in the
existing ticket if subject does not contain the subject tag. I think this
will be very inefficient but at least it will solve the problem of
duplicate tickets that I’m facing a lot right now.
How should I go about doing this? I couldn’t find the API for REST
mailgateway which I I see is getting called from the rt-mailgate script.