[rt-users] A question about correspond

[Eric Goodman]

The hack I sent out just now addresses this problem by making all of 
the emails default to comments. For all of my queues the aliases look 
like this:

   testing:         "| /usr/local/rt/bin/rt-mailgate testing   comment"
   testing-reply:   "| /usr/local/rt/bin/rt-mailgate testing   correspond"
   testing-admin:   "| /usr/local/rt/bin/rt-mailgate testing   action"

The result is that the requestors can still generate a new request, 
but mail sent in response to the new request does not go back to the 
requestor. In practice we tell queue members to use the web interface 
to correspond, and if they complain I tell them about the special 
Correspond and Action addresses, which must be hand entered 
(appending -reply or -admin) to work properly.

This works very well for us.

--- Eric


>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.