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

[Fran Fabrizio]

Yes, thanks. :-)  I read that... right before I intentionally changed 
the setting to 1, as I mentioned.  :-)  This isn't the issue I'm 
facing.  I tried to point that out but apparently not very well.

User1 sends an email to user2, user3, and helpdesk.
User2 "reply all"s to user1's email, sending an email to user1, user3, 
helpdesk.
Two tickets have just been created.

Turning off the ParseNewMessageForTicketCcs won't help at all here.

Besides user training to scan the email recipients and realize the 
ramifications of having helpdesk in the recip list, is there anything 
that RT can do to prevent this?  Such as figuring out that "Re: Foobar" 
as a subject line might be related to the "Foobar" subject line that it 
just turned into a ticket earlier that day? 

Maybe I should just have procmail drop anything headed to RT that has 
Re: in it without an RT tag.  Seems kludgy though and will definitely 
kill some legitimate attempts to make a ticket.

-Fran

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
>>


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