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

[Jay R. Ashworth]

On Fri, Mar 04, 2005 at 11:22:49AM -0600, Fran Fabrizio wrote:
> 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? 

I'm new to RT, so perhaps I'm missing something, but doesn't the fact
that the message is identifiably for an already open ticket keep RT
from opening a new one?  The Re: shouldn't be throwing it; if that's
really what's happening, *I* would define it as a bug, unless someone
convinced me there was a good reason for it.

Cause you're right, it's not an uncommon scenario, IMHO, and there's
not other good way to handle it.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
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      If you can read this... thank a system adminstrator.  Or two.  --me