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Kevin,<br>
<br>
We had that problem at first as well. Those using RT had forgotten that
if their Queues were set up to notify the appropriate persons, then
they didn't need to add them as a CC. Add to that the fact that many
would continue to click "Reply All", instead of just "Reply". we had to
train them to remember about just having RT in the CC or BCC field (and
the ticket reference in the subject line). We also put that information
intoto EVERY template we use. Like this:<br>
<br>
-----------------------------------------------------------------------------<br>
SPECIAL INSTRUCTIONS:<br>
<br>
To ensure that any communication is kept with the ticket history,<br>
Please include the string:<br>
<br>
[{$rtname} #{$Ticket->id}]<br>
<br>
in the subject line of all future correspondence about this issue.<br>
-----------------------------------------------------------------------------<br>
To view this ticket, enter URL:<br>
<br>
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}<br>
<br>
<br>
<br>
Thank you,<br>
{$Ticket->QueueObj->CorrespondAddress()}<br>
<br>
This is n the bottom of EVERY single template we use. Additionally, we
had a "RT Support" link on ALL our screens that allows thm access to an
FAQ page.<br>
<br>
<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><strong>Question</strong>:<strong><o:p></o:p></strong></p>
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<p class="MsoNormal">I frequently forward email requests to my RT
queue and "cc:" other users in the same email. Sometimes one of the cc
recipients will “Reply All” to the message and a new ticket is
generated in RT? How do I stop this from happening?<strong><o:p></o:p></strong></p>
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<p class="MsoNormal"><span class="style25"><b style="">Answer:</b></span><strong><o:p></o:p></strong></p>
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<p>Actually, it is simpler than you would think. When RT gets a
message that does <strong>NOT</strong> have a ticket number, it will
always create a new one at the Queue address you sent the message to
(i.e [<b style=""><i style="">Queue alias)@(email URL</i></b>] in any
"CC" field). Whether you are sending email <strong>OUTSIDE</strong> of
the RT system <strong>or inside</strong>, you can keep RT informed
(ticker history) without risking the creation of an extra ticket by
doing the following:</p>
<p style="margin-left: 0.5in; text-indent: -0.25in;"><!--[if !supportLists]--><span
style="">1.<span
style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;">
</span></span><!--[endif]-->Putting the RT ticket info into the
subject line somewhere. It should look like this "<strong>re: [lbl.gov
#99999]</strong>" where 99999 is the ticket number. RT will never
create a new ticket if the email is already referring to one.</p>
<p>But, if failing to put the ticket info into the subject line,
then:</p>
<p style="margin-left: 0.5in; text-indent: -0.25in;"><!--[if !supportLists]--><strong><span
style="font-weight: normal;"><span style="">2.<span
style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;">
</span></span></span></strong><!--[endif]-->Place the RT queue
email address in the BCC portion of your email message, especially if
you are going to cc other users in the same message. This way if users
Reply All to your message, RT will not trigger a new ticket. Also, it
is <strong>VERY IMPORTANT </strong>to be aware if any of those users
that you "cc:" are <strong>already</strong> listed as "cc's" or the
requestor of the referred ticket. RT will <strong>automatically </strong>include
them with a copy of the correspondence due to global notifications
already set up (see "Standards->Notifications), so they end up
getting <strong>TWO</strong> emails.<strong><span
style="font-weight: normal;"><o:p></o:p></span></strong></p>
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Anyway, that's how we handles it. Hope this helps.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 10/7/2009 11:20 AM, Kevin Freels wrote:
<blockquote cite="mid:556AE10AFFB7484B833AF9BE7BF9FD3B016C8E6C@platypus"
type="cite">
<pre wrap="">Greetings!
Errata: RT 3.6.5 on FC8
I have a user who is the admin of one of the queues. He is asking about
a problem he is having with duplicate tickets being created, and here is
the scenario:
1) User Adam sends email to RT to create ticket, CC's Bill and Carl.
Email subject is "PROBLEM".
-- RT, Bill, and Carl all get the email.
2) RT generates ticket #1 with Subject "RT #1: PROBLEM", sends
notification to Adam.
3) Bill "RepliesAll" to Adam's email *original* email, so email is sent
to RT and Carl from Bill. Email Subject is now "Re: PROBLEM".
-- RT, Adam, and Carl get the email.
4) RT generates ticket #2 with Subject "RT #2: Re:PROBLEM", sends
notification to Bill.
5) Carl "RepliesAll" to Bill's email, which is a reply to Adam's first
email (Subj" Re: PROBLEM"). Email Subject is now "Re: PROBLEM".
-- RT, Adam, and Bill get the email
6) RT generates ticket #3 with Subject "RT #3: Re:PROBLEM", sends
notification to Carl.
Do you see where this is going?
Now there are three tickets in the RT queue:
#1: PROBLEM (from Adam)
#2: Re: PROBLEM (from Bill)
#3: Re: PROBLEM (from Carl)
I understand that if you merge these, all the people will get all the
replies to the merged ticket. However, this could be problematic (and
painful) if the CC list is big and people are energetic. But it is a
pain to have to keep merging new tickets into the original, and my user
says this is not the way RT should handle it. I explain that a unique
ticket is created by each user/subject combination sent to RT, but he
believes this is "kludge" behavior (his word, not mine).
So, what's the best way to avoid the duplicates?
My answer was "Don't CC them on the original email, but rather create
the ticket, then add them as CC's *on* thie ticket. But due to the
constraints of the environment, users do not always have access to the
RT GUI to do this when/after they create a ticket; most of our tickets
are created via email.
As always, any help is *greatly* appreciated!!!
....k
-=-=-=-
Kevin Freels
Director of Information Technology
Sendmail, Inc.
<a class="moz-txt-link-abbreviated" href="mailto:kfreels@sendmail.com">kfreels@sendmail.com</a> 510/594.5572
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</pre>
</blockquote>
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