I need a solution to combine sequential tickets (and/or autoresponses to FD tickets bouncing back and forth) from another ITSM solution.
The not-changing part is the start of the subject, it has a static ingredient, but the rest of the subject will vary. the FD ticket number appended to the response subject is not retained by the other solution. Now a new ticket is always created. Can these be automerged based on below data?
INCTASK0120255: TestTicket Ref:xxxMSG1555768_16Inp9KQt5Qp33tA7
INCTASK0120255: TestTicket Ref:xxxMSG1555694_2uah9xMQRl9i5Za4Z
Best answer by aarthy.dhanasekaranView original