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

[Fran Fabrizio]

>
>
>   Right.  Here, RT will send the auto-reply  to all the users.
>   So User2 now has the original note from user1, as well
>   as RT's "Thanks for the ticket, here's how to deal with it."
>  
>

Ah, that would help!  I could add the rule to also include the CCs on 
the reply...

That would lead to another issue -  the "why am I getting a receipt from 
the Helpdesk when I never sent them a request???" issue.  I guess 
eventually they'll be trained to look and see what the issue subject is, 
and map back to that other email they just received with that same 
subject, and put it all together...

>   Since RT is fast, probably User2 has both notes pretty much
>   simulateously.  Obviously he should reply to the second
>   only.  
>
Eh....if they are a "sequential email processor", they read, reply if 
necessary, go to the next, read, reply if necessary.... and although RT 
is fast, it's still slower than just emailing them directly, so that RT 
email is going to arrive a few seconds later, and thus be later in the 
queue.  But, to be fair, I haven't tested my theory to know if that's 
what the behavior would really be most of the time...

>   We _have_ had it happen a few times, where user3 was
>   actually a separate, non-RT helpdesk!  Dueling helpdesks
>  
>
Yep, I've been there before, too.  :-)

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