> Is there a way that when a ticket comes in via email I can look to see if it > has some information in the subject so it will just update the already > created ticket?
Create a custom field called something like "external ticket id". Add an "On Create" scrip such that when email comes in from the proprietary ticket system: (a) The scrip extracts the ticket id from the email. (b) The script searches for a ticket that has the same value in the "external ticket id" field. (c) If it finds a matching ticket, the email is appended to the ticket, or (d) If it does not find a matching ticket, a new ticket is created with the "external ticket id" field appropriately populated. Having not actually tried to implement this, I'm a little uncertain about the specifics of (c). You may find that this step means "copy the email content to the target ticket, and then mark the current ticket resolved/deleted/etc". -- Lars Kellogg-Stedman <[EMAIL PROTECTED]> _______________________________________________ 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
