Auto merge tickets on text

Technical assistance
1

Infos:

  • Used Zammad version: 6.0.0-1689342785.e8796845.jammy
  • Used Zammad installation type: Ubuntu package
  • Operating system: Ubuntu 22.10
  • Browser + version: Edge

Expected behavior:

  • A new ticket from the RMM (NinjaOne) with a certain line in the text should be merged with an existing ticket that matches other lines in the text.
  • The ticket should be closed then.

Actual behavior:

  • NinjaOne sends an email and creates one ticket for an incident.
  • If the problem is solved NinjaOne again sends an email creating another open ticket.

Chris

2

Hi @chris2. Not sure if this will help you (keyword Additional follow-up detection ), please just read this.

3

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