Have a look at RT::Extension::ExtractSubjectTokens on CPAN. ------- Original message ------- From: Palle Girgensohn <[EMAIL PROTECTED]> 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 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
