[rt-users] Dealing with people who send email to Helpdesk and CC others

[Drew Barnes]

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying
# "RTAddressRegexp" below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , undef);

# RTAddressRegexp is used to make sure RT doesn't add itself as a ticket 
CC if
# the setting above is enabled.


Fran Fabrizio wrote:

>
> What's the best way to avoid this scenario:
>
> 1.  Jeff sends a note with subject "Machine Broken" to Helpdesk and 
> CC's Barrett, Tony and John.
> 2.  Helpdesk opens a ticket titled "Machine Broken" with Requestors 
> Jeff, Barrett, Tony, John and sends a receipt to Jeff with subject 
> "[Helpdesk #2008] Helpdesk Update: Machine Broken" to note that it has 
> received your request.
> 3.  Barrett does Reply All to Jeff's note "Machine Broken".  When he 
> does this, his "Re: Machine Broken" reply will go to Jeff, Tony, John 
> and Helpdesk.
> 4.  This opens another ticket in the Helpdesk titled "Re: Machine 
> Broken" and Barrett will receive a receipt from Helpdesk with Subject 
> "[Helpdesk #2008] Helpdesk Update: Re: Machine Broken".
> 5.  Tony then replies to Jeff's note.  Yet another ticket is created.  
> Etc....
>
> Right now I enable $ParseNewMessageForTicketCcs but I'm not sure that 
> setting comes into play here.  The real issue is that people are used 
> to doing Reply All, and don't bother to see if Helpdesk is one of the 
> people they are replying to.
> I can't figure out a graceful way to handle it.  I want to be 
> including all of those others on the ticket, but I don't want their 
> replies to be opening new tickets.  Even if I don't 
> ParseNewMessageForTicketCcs, they'll still open duplicate tickets when 
> they do Reply All.  Is there anything to be done here?
>
> Thanks,
> Fran
>