Maybe adapting this? http://forums.otterhub.org/viewtopic.php?f=60&t=22681
On Fri, Feb 7, 2014 at 12:23 PM, James Roman <james.ro...@ssaihq.com> wrote: > We have an HR Management System that is sending multiple message > notifications to one of our OTRS queues. Each message is arriving as new > ticket. The subject of each message is in a static format. > > Subject: Lastname, Firstname MI (#######) - Some workflow status message > > We would like to somehow have any new ticket from the HRMS e-mail to that > queue check to see if there is already an open ticket where the first > portion of the subject matches "Lastname, Firstname MI (#######) -" and > merge those tickets together. Is there someway to do this? I tried > configuring a generic agent job, but couldn't figure out how to manage a > comparison to existing tickets (or the first in a series of e-mails > arriving.) > > *James Roman* > Network Manager > Terranet, Inc. on contract to SSAI > > For IT support: > Mail: it-h...@ssaihq.com > Phone: 301-867-2100 > > > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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