[rt-users] How you manage cc.

[Albert Shih]

 Le 17/05/2011 à 09:38:14-0400, Mike Johnson a écrit
> Albert is actually referring to the email that creates the ticket.

Sorry for my long silence (vacations ;-) )
  
> 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... 
>  

Exactly. 

> The only thing my brain can think of besides education of the users...

It's not only education it's also I don't have any solution for : 

	To  : support (manage by rt)
	cc  : my_college 

Inside the IT-Team we using command-by-email and use AddCc: but that's not
a option for the users. So beside the web interface (maybe it's the good
solution) I don't see any solution for that. 

Thanks a lot

Regards.

JAS
-- 
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:
mar 24 mai 2011 23:02:24 CEST