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<DIV><SPAN class=171385315-09102007><FONT face=Arial size=2>If these are newbie
questions that are answered in a FAQ, please accept my apologies.
</FONT></SPAN></DIV>
<DIV><SPAN class=171385315-09102007><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=171385315-09102007><FONT face=Arial size=2>(1) Our users submit
a ticket via email when they want one of my IT team to turn on a vacation alert
for them. RT automatically responds with an email that tells the submitter that
a ticket has been created. So far so good. A problem arises when the user gets
back from vacation and submits a ticket via email to turn off their
vacation alert. RT responds again only this time the vacation autoresponder
kicks in and replies to RT. This begins a email/ticket creation loop which if
left unchecked by my team or myself will end up generating tons of useless
tickets. Has anyone else run into this problem? and if so, how did you solve
it?</FONT></SPAN></DIV>
<DIV><SPAN class=171385315-09102007><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=171385315-09102007><FONT face=Arial size=2>(2) Some users have
their email client configured to add "re:" when responding to an email. If one
of my team sends a "Reply" to a ticket and the user who submitted the ticket
responds to the "Reply" email with a "re:" in the subject line, this creates a
new ticket rather than adding the information into the original ticket. Once
again, has anyone else run into this problem? and if so, how did you solve
it?</FONT></SPAN></DIV>
<DIV><SPAN class=171385315-09102007><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=171385315-09102007><FONT face=Arial
size=2>...Steve</FONT></SPAN></DIV></FONT></DIV></BODY></HTML>