[rt-users] A question about correspond

[Marc Hedlund]

On Mon, 21 Aug 2000, Jesse wrote:
> You can only create new tickets by sending mail to a "correspond" alias.

We've had trouble with this one, too.  The problem usage goes like this:

(1) "Alice" creates ticket.
(2) "Bob" comments on ticket using the Web interface.  Comment is copied
    to all queue members via email.
(3) Queue member "Charlie" replies to the email comment received from Bob.
    Since the email originates from RT, it goes back to RT.
(4) RT assumes the email is a correspondence and sends it back to Alice.
(5) Alice takes exception to Charlie's comments!

We've basically had to turn off comments altogether because this happened
too many times.

I think there is a good solution to this:

(1) The queue admin sets up two aliases, "queue" and "queue-comment".
    (This is already supported.)
(2) If a queue member creates a reply, the email reply originates from
    "queue".  (This is as it is today.)
(3) If a queue member creates a comment, the email comment originates from
    "queue-comment".  (This needs to be added.
(4) Email replies to Reply messages (2) are sent back to "queue";
    Email replies to Comment messages (3) are sent back to
    "queue-comment".

I'm happy to help implement this is it isn't already and if everyone
agrees it's the right solution.

-Marc <marc at popularpower.com>

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