[rt-users] CC Reply creates ticket

Todd Chapman todd at chaka.net
Sat Nov 3 09:17:51 EDT 2007


On 11/2/07, zbigniew at starpower.net <zbigniew at starpower.net> wrote:
> Recently I deployed RT in my organization.  The users will primarily submit tickets via email.  User "Tom" submits a ticket via email.  In that email he CC's "Matt".  If Matt reply-all to the email the RT system will create a new ticket with the reply and the requester set as Matt.
>
> I'm not sure how to handle this, if Matt waits to get the RT confirmation email all will be fine, but typically he won't wait and just fires out an email.
>
> Any suggestions?  Either a technical solution, or suggestion on how to teach the users how to work with RT.
>

Teach your users not to mail RT and Cc others. If they need to Cc
someone that RT cannot be configure to Cc for them, then have them Bcc
RT. Maybe RT could refuse to create the ticket if there is "Re:" in
the subject line...

-Todd



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