[rt-users] Problem with multple new tickets on same subject

[Kenneth Crocker]

Setting up response emails to match the workflows is key. You have to
keep the global responses to a minimum and develop based on the
workflow design for each step/queue in the workflow process.

Kenn

Sent from my Windows Phone From: ktm at rice.edu
Sent: 5/28/2013 10:42 AM
To: Asif Iqbal
Cc: Kenneth Crocker; rt-users Users
Subject: Re: [rt-users] Problem with multple new tickets on same subject
On Tue, May 28, 2013 at 12:23:59PM -0400, Asif Iqbal wrote:
> On Tue, May 28, 2013 at 12:20 PM, Kenneth Crocker <kenn.crocker at gmail.com>wrote:
>
> > We had the same problem and opted to train our users to NOT use "Reply
> > All" and then we put that instruction in ALL our templates at the top.
> >
> >
>
> We have very little faith in our users. They are very good at ignoring
> instructions.
>
> I am curious what kind of wording you put in your template which you suggest
> to be working.
>

In our case, we tried the discouraging the use of "Reply All" but kept
running into workflows where it was needed unless the entire workflow
was redesigned. After the 2nd reasonable case, we opt-ed for the
programatic solution and everyone is satisfied with it.

Regards,
Ken