[rt-users] problem: new ticket created on every mail if CC'ed to RT

[Toni Willberg]

On Fri, 2002-02-01 at 15:29, Bruce Campbell wrote:


> RT is working correctly.  The method by which RT adds correspondence to an
> existing ticket is by the ticket token in the subject line.
> 
> If someuser at company replies to the copy that they received themselves, RT
> has no tracking information.  If someuser at company replies to the copy that
> they received via RT, RT will then have it's normal tracking information.

This is true. I forgot that there is no subject that RT could track. 

> 
> This is really a user education issue in getting them to reply to the copy
> with the RT tracking information.
> 

Yep. It sounds more easy than it will be in real life. =)


> On methods of getting RT to magically know that something without it's
> tracking information should go in an existing ticket would be for
> rt-mailgate to have the following logic:
> 
> 	Does the message have my tracking info in the subject line?
> 
> 		No.  Does it have an 'In-Reply-To' or similar field?
> 
> 			Yes.  Is the Message-Id in this field a match for
> 			any Message-Id stored in the Attachments database?
> 
> 				Yes.  Load Ticket, chastise user for not
> 				including RT tracking information.
> 
> 				No.
> 
> 			No.
> 
> 		Yes.  Load ticket
> 
> 	Do we have a Ticket?
> 
> 		No.  Create Ticket.
> 
> 	Do we have a Ticket?
> 
> 		Yes, add correspondence.
> 
> 		No.  Panic.
> 
> 	end.
> 
> 


> This has a few gotchas of course, particularly when some intentionally
> removes the RT tracking information in order to get RT to create another
> ticket (eg, the reply is actually on another matter)
> 

Well user education it is then untill someone implements that logic to
rt-mailgate. :|

Thanks,
 Toni