[rt-users] Dealing with autocompletion failures in msg compose by remote users

[Stephen Dowdy]

So, one "nice" feature of RT is that messages go out as being from, e.g.

	"Joe Blow via RT" <rt at foo.bar>

Unfortunately, we've been getting several cases of a user who has recieved RT correspondence having their e-mail client autocomplete "Joe Blow" into the RT address, rather than true address of "Joe Blow" (ldap lookup or personal address book, etc).  (I'm sure they get a list, but probably blindly accept the first match)

Thus, a message that should have been sent to a particular user, instead gets turned into a useless ticket.

Okay, this is user error on the part of the sender, but that battle cannot be won.

Anyone have any process of dealing with this neatly?  I suppose i could modify RT to not put out the "Nice" From format.  I suppose that RT could also reject any messages that come in in that form that are NOT a current ticket thread.

I'm using RT 3.4.0.  Has this been addressed in subsequent RT releases?  I guess i'd have to consider this a design flaw.  A more appropriate format might instead be:

      "RT : Joe Blow"

or something that presumably wouldn't have as high of an autocompletion match ranking.

thanks,
--stephen
-- 
Stephen Dowdy  -  Systems Administrator  -  NCAR/RAL
303.497.2869   -  sdowdy at ucar.edu        -  http://www.ral.ucar.edu/~sdowdy/