Merge to ticket on external reference

Good day,

I'm looking for a way to overcome limitations of external ticket systems and want to run an idea by you.

Znuny seems to be one of the few ticketing systems smart enough to actually be able to respond to mail using the original subject.
This means that if an external ticket system sends a mail to our ticket system, we respond to the mail, and our mail is added to the correct ticket on their end.
Then "they" (they = any other ticket system) send back a mail only with a reference to their own internal ticket reference.

We now have a partner that's uses Atlassian and never sends us our ticket reference.
So now we have to keep merging loads of ticket responses.

So, the idea is the following now.

• Parse the external ref from a mail header or the subject viewtopic.php?f=62&t=21423#p84815
• Use GenericAgent to select all tickets with that specific dynamic field reference to merge to the oldest ticket with that specific dynamic field reference

Is the above plan something that seems feasible?
Is there a better way to handle this use case?

Statistics: Posted by finalbeta2 — 03 Apr 2024, 09:08 — Replies 3 — Views 35

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