Mike,<br><br>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.<br>
<br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Tue, May 17, 2011 at 6:38 AM, Mike Johnson <span dir="ltr"><<a href="mailto:mike.johnson@nosm.ca">mike.johnson@nosm.ca</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div>Albert is actually referring to the email that creates the ticket.</div>
<div> </div>
<div>John Doe types up an email...</div>
<div> </div>
<div> </div>
<div>To: rt</div>
<div>Cc: myboss, hisboss, cio, cao, cfo, grandma, grandpa, thedogdownthestreet</div>
<div>Subject: my computer is broken</div>
<div>Body: yup it's broken</div>
<div> </div>
<div>myboss receives 1 or more emails(depending on your scrip setup)</div>
<div> </div>
<div>The one Albert is saying he gets replies from is</div>
<div> </div>
<div>From:John Doe</div>
<div>To: rt</div>
<div>Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet</div>
<div>Subject: My computer is broken</div>
<div> </div>
<div> </div>
<div>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.</div>
<div> </div>
<div>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.</div>
<div> </div>
<div>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...</div>
<div> </div>
<div>My above example will create 7 tickets... each with 1 correspondence transaction that should all be in 1 ticket.... a nightmare to manage... </div>
<div> </div>
<div>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!</div>
<div> </div>
<div>Sorry I couldn't be of any help Albert...</div>
<div> </div>
<div>Mike. <br><br></div><div><div></div><div class="h5">
<div class="gmail_quote">On Mon, May 16, 2011 at 12:27 PM, Kenneth Crocker <span dir="ltr"><<a href="mailto:kfcrocker@lbl.gov" target="_blank">kfcrocker@lbl.gov</a>></span> wrote:<br>
<blockquote style="border-left:#ccc 1px solid;margin:0px 0px 0px 0.8ex;padding-left:1ex" class="gmail_quote">Albert,<br><br>We put instructions in our template that says to NOT use "Reply All" because RT will take care of all other correspondence.<br>
<br>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<b> is a reference </b>to the ticket number (url+ticket) in the subject line, RT will NOT create a new ticket.<br>
<br>Hope this helps.<br><br>Kenn<br>LBNL
<div>
<div></div>
<div><br><br>
<div class="gmail_quote">On Mon, May 16, 2011 at 2:46 AM, Albert Shih <span dir="ltr"><<a href="mailto:Albert.Shih@obspm.fr" target="_blank">Albert.Shih@obspm.fr</a>></span> wrote:<br>
<blockquote style="border-left:rgb(204,204,204) 1px solid;margin:0pt 0pt 0pt 0.8ex;padding-left:1ex" class="gmail_quote">Hi all.<br><br>I would like to known how you manage your ticket when some user send a<br>message to<br>
<br> our-rt-alias<br><br>and put in<br><br> cc: lot of users.<br><br>so when the «lot of users» answer the first mail (not the second one) rt<br>create lots of tickets (each answer).<br><br>Regards.<br>--<br>
<font color="#888888">Albert SHIH<br>
DIO batiment 15<br>Observatoire de Paris Meudon<br>5 Place Jules Janssen<br>92195 Meudon Cedex<br>Téléphone : 01 45 07 76 26/06 86 69 95 71<br>Heure local/Local time:<br>lun 16 mai 2011 11:45:39 CEST<br></font></blockquote>
</div><br></div></div></blockquote></div><br><br clear="all"><br></div></div><font color="#888888">-- <br>Mike Johnson<br>Datatel Programmer/Analyst<br>Northern Ontario School of Medicine<br>955 Oliver Road<br>Thunder Bay, ON P7B 5E1<br>
Phone: <a href="tel:%28807%29%20766-7331" value="+18077667331" target="_blank">(807) 766-7331</a><br>
Email: <a href="mailto:mike.johnson@nosm.ca" target="_blank">mike.johnson@nosm.ca</a><br>
</font></blockquote></div><br>