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

[Drew Barnes]

Disregard that. I mis-read your original message.

I'm not sure of a good way to handle this, except to start training them
to notice who they are emailing.


Drew Barnes wrote:

> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
> # Be forewarned that if you have _any_ addresses which forward mail to
> # RT automatically and you enable this option without modifying
> # "RTAddressRegexp" below, you will get yourself into a heap of trouble.
>
> Set($ParseNewMessageForTicketCcs , undef);
>
> # RTAddressRegexp is used to make sure RT doesn't add itself as a 
> ticket CC if
> # the setting above is enabled.
>
>
> Fran Fabrizio wrote:
>
>>
>> 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
>>
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