[rt-users] Dealing with people who send email to Helpdesk and CC others

[Fran Fabrizio]

What's the best way to avoid this scenario:

1.  Jeff sends a note with subject "Machine Broken" to Helpdesk and CC's 
Barrett, Tony and John.
2.  Helpdesk opens a ticket titled "Machine Broken" with Requestors 
Jeff, Barrett, Tony, John and sends a receipt to Jeff with subject 
"[Helpdesk #2008] Helpdesk Update: Machine Broken" to note that it has 
received your request.
3.  Barrett does Reply All to Jeff's note "Machine Broken".  When he 
does this, his "Re: Machine Broken" reply will go to Jeff, Tony, John 
and Helpdesk.
4.  This opens another ticket in the Helpdesk titled "Re: Machine 
Broken" and Barrett will receive a receipt from Helpdesk with Subject 
"[Helpdesk #2008] Helpdesk Update: Re: Machine Broken".
5.  Tony then replies to Jeff's note.  Yet another ticket is created.  
Etc....

Right now I enable $ParseNewMessageForTicketCcs but I'm not sure that 
setting comes into play here.  The real issue is that people are used to 
doing Reply All, and don't bother to see if Helpdesk is one of the 
people they are replying to. 

I can't figure out a graceful way to handle it.  I want to be including 
all of those others on the ticket, but I don't want their replies to be 
opening new tickets.  Even if I don't ParseNewMessageForTicketCcs, 
they'll still open duplicate tickets when they do Reply All.  Is there 
anything to be done here?

Thanks,
Fran

-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham 
http://www.cis.uab.edu/
205.934.0653