[rt-users] How you manage cc.

[Kenneth Crocker]

Mike,

Actually, if their RT Queue is set up to send notifications to the Cc's,
then the second email WILL include the ticket number and a comment that a
ticket has been created. THAT template should include a comment for the Cc's
to NOT use Reply all on the former email or to only reply to the RT email. I
know it is not foolproof, after all, how many users actually READ their
email, but it works for us about 95% of the time.

Kenn
LBNL

On Tue, May 17, 2011 at 6:38 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> Albert is actually referring to the email that creates the ticket.
>
> John Doe types up an email...
>
>
> To: rt
> Cc: myboss, hisboss, cio, cao, cfo, grandma, grandpa, thedogdownthestreet
> Subject: my computer is broken
> Body: yup it's broken
>
> myboss receives 1 or more emails(depending on your scrip setup)
>
> The one Albert is saying he gets replies from is
>
> From:John Doe
> To: rt
> Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet
> Subject: My computer is broken
>
>
> myboss hits "reply-all" on this email... this creates a new ticket in RT.
> There is no way for RT to know that the email from John Doe, and the follow
> email from myboss are actually all in 1 ticket.
>
> Now... think down the road, say myboss's reply-all is to hisboss, and
> hisboss hits reply-all to myboss and asks the cio,cao, AND cfo a question
> each... and they reply-all to that email.
>
> All this communication is being sent to rt, as emails without any
> [rt#number] in the subject... and each email creates a new duplicate ticket
> that all needs to be merged in the end...
>
> My above example will create 7 tickets... each with 1 correspondence
> transaction that should all be in 1 ticket.... a nightmare to manage...
>
> The only thing my brain can think of besides education of the users...
> repeatedly(and that still doesn't work that well), would be to have some
> sort of scrip that looks at subject lines and original recipent lists and
> does an auto-merge... that would be one crazy scrip and if anyone writes
> a working one let me know!
>
> Sorry I couldn't be of any help Albert...
>
> Mike.
>
> On Mon, May 16, 2011 at 12:27 PM, Kenneth Crocker <kfcrocker at lbl.gov>wrote:
>
>> Albert,
>>
>> We put instructions in our template that says to NOT use "Reply All"
>> because RT will take care of all other correspondence.
>>
>> Another way would be to make sure the ticket number is in the subject
>> line. If there is a reference to the ticket number in the subject line [ie.
>> Subject: Request Titled: "{$Ticket->Subject}" has been created], then RT
>> puts the correspondence with that ticket and doesn't create a new one. If RT
>> doesn't have a ticket number to refer to, it creates a new one. So ..... if
>> they hit "Reply All" and there* is a reference *to the ticket number
>> (url+ticket) in the subject line, RT will NOT create a new ticket.
>>
>> Hope this helps.
>>
>> Kenn
>> LBNL
>>
>>
>> On Mon, May 16, 2011 at 2:46 AM, Albert Shih <Albert.Shih at obspm.fr>wrote:
>>
>>> Hi all.
>>>
>>> I would like to known how you manage your ticket when some user send a
>>> message to
>>>
>>>        our-rt-alias
>>>
>>> and put in
>>>
>>>        cc: lot of users.
>>>
>>> so when the «lot of users» answer the first mail (not the second one) rt
>>> create lots of tickets (each answer).
>>>
>>> Regards.
>>> --
>>> Albert SHIH
>>> DIO batiment 15
>>> Observatoire de Paris Meudon
>>> 5 Place Jules Janssen
>>> 92195 Meudon Cedex
>>> Téléphone : 01 45 07 76 26/06 86 69 95 71
>>> Heure local/Local time:
>>> lun 16 mai 2011 11:45:39 CEST
>>>
>>
>>
>
>
> --
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: (807) 766-7331
> Email: mike.johnson at nosm.ca
>
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