On Tue, May 28, 2013 at 11:16:03AM -0400, Asif Iqbal wrote: > On Thu, May 9, 2013 at 1:23 PM, k...@rice.edu <k...@rice.edu> wrote: > > > On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote: > > > I am not sure if there is any solution to this. I have been digging > > > everywhere for information but I couldn't find any solution. > > > > > > I am currently using RT 4 as the ticketing system in my company. Below is > > > the scenario: > > > > > > Colleague A emails to the RT’s email and include Colleague B in the loop > > as > > > Cc. > > > > > > RT create new ticket (#1 New Test Ticket) and send auto reply email > > > to Colleague A with Ticket ID. > > > > > > Colleague B ”reply all” on the original email sent by Colleague A thus > > > creating another ticket on RT (#2 RE: New Test Ticket). > > > > > > Is there a way to recognize the subject text instead of the ticket ID to > > > avoid the creation of a new ticket? The ideal situation would be to add B > > > email to the same ticket of A email instead of creating a new ticket. At > > > the moment I am doing manually, I go to RT interface and link ticket #2 > > to > > > ticket #1. > > > > > > I would be very grateful if someone could help. > > > > > > Thanks a lot, > > > > > > Maria > > > > Hi Maria, > > > > You may want to take a look at this set of patches: > > > > http://code.google.com/p/rt-references/ > > > > We use something very similar in-house. > > > > > Can you show what you did different ? I am looking into this code and > planning to test it out. >
Our old code only handles the In-Reply-To: header and does not look for the References: header and uses a direct SQL query to look up the message ids, yuck. The code at the link above uses the more standard API's. If you only want to use the In-Reply-To: headers, just delete/comment out the sections for References:. Regards, Ken -- RT Training in Seattle, June 19-20: http://bestpractical.com/training