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

[Todd Chapman]

On Tue, Jan 17, 2006 at 02:28:31PM -0700, Stephen Dowdy wrote:
> 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

This doesn't make sense to me. RT is specifically designed so that correspondence
generated through RT goes back to RT when the user clicks reply in their e-mail
client. A new ticket should not be created as long as the subject line remains
in tact, referencing the ticket number

-Todd