Two RT installations spamming each other. Suggestions?

RT Users
1

Hi,

We recommended a customer to start using RT. We use it ourselves, for
second line support, and they run first line support. Tickets on their side
that require our input are sent to us and creates a ticket in our system,
but since every new reply from them only has their ticket#, our system
creates a new ticket for every reply. This is getting to be a really big
problem.

Does anybody have a suggestion for how to solve this in some automatic
fashion, so that for example their system saves out ticket id in the
subject?

Regards,
Palle

2

Have a look at RT::Extension::ExtractSubjectTokens on CPAN.------- Original message -------
From: Palle Girgensohn girgen@pingpong.net
Sent: 10-10-'07, 8:33

Hi,

We recommended a customer to start using RT. We use it ourselves, for
second line support, and they run first line support. Tickets on their side
that require our input are sent to us and creates a ticket in our system,
but since every new reply from them only has their ticket#, our system
creates a new ticket for every reply. This is getting to be a really big
problem.

Does anybody have a suggestion for how to solve this in some automatic
fashion, so that for example their system saves out ticket id in the
subject?

Regards,
Palle

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Buy a copy at http://rtbook.bestpractical.com

3

Jesse, I couldn’t find this on CPAN. The closest match I came up with is
RT::Extension::ExtractSubjectTagOnTransaction, but there’s no documentation
so without downloading and examining the source, I can’t tell what it does.

Gene

At 06:09 AM 10/10/2007, Jesse Vincent wrote:

Have a look at RT::Extension::ExtractSubjectTokens on CPAN.

------- Original message -------
From: Palle Girgensohn girgen@pingpong.net
Sent: 10-10-'07, 8:33

Hi,

We recommended a customer to start using RT. We use it ourselves, for
second line support, and they run first line support. Tickets on their
side
that require our input are sent to us and creates a ticket in our system,
but since every new reply from them only has their ticket#, our system
creates a new ticket for every reply. This is getting to be a really big
problem.

Does anybody have a suggestion for how to solve this in some automatic
fashion, so that for example their system saves out ticket id in the
subject?

Regards,
Palle

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Gene LeDuc, GSEC
Security Analyst
San Diego State University

4

Jesse, I couldn’t find this on CPAN. The closest match I came up
with is RT::Extension::ExtractSubjectTagOnTransaction, but there’s
no documentation so without downloading and examining the source, I
can’t tell what it does.

That’s the one.

http://code.bestpractical.com/bps-public/RT-Extension-
ExtractSubjectTagOnTransaction/README

is a bit more up to date. we should get that cpanned.

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