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

[Fran Fabrizio]

Drew Barnes wrote:

> Speaking with out mail administrator, I believe we are putting mail 
> that is directed to our rt address and has Re: in the subject in a 
> hold queue.  He goes over the hold queue a few times a day and can 
> manually release the messages which may be necessary.

I'm also using Postfix so I could do it at that level.  Could probably 
manage something in procmail, but Postfix may be the more natural place 
to do it.  I'll have to think about it some more, but that's one 
possible solution.  I was hoping for something that didn't require me to 
remember to go review a queue :-)  I wonder how feasible it is to have 
RT look at all new requests and look for Re: in the subject, strip that, 
and see if what's left matches the subject of any of the tickets 
currently in open or new status.

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