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

[Fran Fabrizio]

Russell Mosemann wrote:

>On Fri, 4 Mar 2005, Fran Fabrizio wrote:
>
>  
>
>>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.
>>    
>>
>
>I've been wondering how it could be happening the way you describe,
>because it shouldn't be opening a new ticket.  I think the paragraph above
>might answer my question.  You're saying that when people do a "reply
>all", the subject does not contain the tag for the ticket?
>  
>
No, because they are replying to a message that they receive from 
joe at user.com.

Think of it this way.... if you send an email to joe at user.com and 
rt at user.com, joe is going to get a message that is from you at user.com.  
If he Reply All's that one, he will be sending it to you at user.com and 
rt at user.com.  But he's not replying to an RT mail, he's replying to your 
mail, which never went through RT and thus does not have the RT tag on 
the subject.  So RT sees his reply as a completely new request.






>----
>Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
>"You are displaying an early cephalo-caudal developmental pattern."
> - the politically correct expression for "butthead"
>
>  
>


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