Take a look at this thread:
https://otrsteam.ideascale.com/a/dtd/Prevent-multiple-tickets-being-created-...
2012/8/20 Sharan Kumar
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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