merge multiple different emails into one ticket

[bbrock]

My email input to otrs is a monitoring system, which sends emails based on issues it sees.

The issues is that there are multiple different emails that are sent for the same problem. In the system, there are multiple nodes, so if a master node goes down, I am receiving one email for the master node, and one for each slave node as well.

I would like to merge these into a single ticket, and have each subsequent email added as a note to the original ticket.

Things that I know:
1) They all come from the same email address
2) Only one ticket needs to be opened at a time.
3) There is a time limit (15 minutes) from when the first ticket is received, until the last of the set comes in.
4) There is a DNS name included in the subject that could be used as well.

What I'm thinking is that when I get a ticket from this email address, I should look for opened tickets from the same email... if one exists, add the incoming email as a note... if not, create a new ticket.

The issue is that I have no idea where to start creating this type of filter. MergeIdentical doesn't cover this situation (that I understand). Is there an easy way to do this, or is there a guide on how to go about making this type of thing happen, or any other place to go look? I'm happy to do the work, but I need someone to point me in the correct direction.

Thanks for your help!

[reneeb]

MergeIdenticalTicket is not built for that. For that scenario you described, SystemMonitoring should be the package of choice... http://ftp.otrs.org/pub/otrs/packages/