Auto Merge on Content or Title

[zadunn]

I can't seem to find a way to do this, so this might fall into the realm of a feature request. 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.

Possible in the current build? Or is this a ridiculous feature request from yet-another-self-aggrandizing-'I can't believe you don't have this-client? Thanks in advance.

[joegeck]

Hey zadunn,

No you're not overlooking some feature that's buried in the Helpdesk. I'm 99.9% positive something like this is NOT possible in the current version of Cerb4. Sorry about that. There is an upside though. I went ahead and added this to our issue tracking portal for the developers to evaluate for possible implementation. I can't promise any traction on brand new features, as with most ideas it's probably classified as more "wishlist" than "must have". But you never know, it's really up to the community and the developers.

For anyone else interested in this unique idea please vote, comment, and watch this open request at the URL:

http://www.wgmdev.com/jira/browse/CHD-798

Getting features like this implemented really benefit from having a strong following in the community, so show your support!