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

[Russell Mosemann]

On Fri, 4 Mar 2005, Jay R. Ashworth wrote:

> but doesn't the fact
> that the message is identifiably for an already open ticket keep RT
> from opening a new one?

The problem is that it is not identifiably open.

If Joe sends a message to Bob and to Helpdesk, Bob will actually get 2
messages.  Bob will see Joe's message, and Bob will get a message from
Helpdesk with the ticket number in the subject.

If Bob reads Joe's message and does a reply all, then Bob's message will
go to Joe and to the Helpdesk.  Since this is not the message with the
ticket number in it, it appears to be a new message.

If Joe and Bob keeping replying to each other's messages (instead of
Helpdesk messages) and including the Helpdesk, a lot of new tickets will
be created.  It's good there is a feature to merge tickets. :-)

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Such a process is cognitively effortful." - Rachel K. E. Bellamy