| Key: |
CHD-798
|
| Type: |
New Feature
|
| Status: |
Open
|
| Assignee: |
Unassigned
|
| Reporter: |
Joe Geck
|
| Votes: |
1
|
| Watchers: |
1
|
Clone this issue
|
|
If you were logged in you would be able to see more operations.
|
|
|
Original Estimate:
|
Unknown
|
Remaining Estimate:
|
Unknown
|
Time Spent:
|
Unknown
|
|
Summary:
http://www.cerb4.com/forums/showthread.php?t=1187
Implement a way for Cerb4 to automatically merge tickets by scanning messages for unique identifiers in the subject or body.
[[quote]]
Within our organization we have a lot of email traffic that reference particular ticket numbers that are not generated by cerberus. Example, a vendor sends an email with a ticket number of 12345, cerberus sees this as a new ticket, and opens a ticket. All good here, but then the same vendor will send a followup (this would be either to a response of the original email, or as an unsolicated update) but since their system is not replying to the email the header information is new, and cerberus sees this as a new ticket as well. This means that we spend a lot of time merging tickets. I was hoping that there was a way to have the inbox mail filter, the mail parser, or even the per-parser check to see if there is already a ticket open with that ticket number in the either subject line or content of the body. Even better would be able to use regular expressions to link everything up.
[[/quote]]
|
|
|
There are no comments yet on this issue.
|
| |
|
|
[Tickets] Auto merge based on content or title