Re: Deduping Functionality in OTRS

Take a look at this thread:

https://otrsteam.ideascale.com/a/dtd/Prevent-multiple-tickets-being-created-for-same-email-thread/109604-10369


2012/8/20 Sharan Kumar <[email protected]>

> Hi All,
>
> We use OTRS and nagios combination in our company. Nagios creates tickets
> whenever there is an alert. If the issue persists for a longer time, Nagios
> does a couple of checks after a specific period of time and it creates
> another ticket. My concern here is, a lot of duplicate tickets(similiar)
> tickets are getting created and this is happening for multiple issues
> resulting in huge volume of tickets, further increasing the operational
> load of closing them manually. I would like to know if there is a way to
> dedupe/update the first ticket itself after doing a recheck (or) is there a
> way to check if a ticket already exists, if yes udate the same else create
> a new ticket.
>
> Thanking you in Advance.
>
> Sharan
>
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-- 
Rafa Quiñonero Figuerola

Tlf: 01577-6805709
[email protected]

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