[rt-users] User autocreation

[Phil Smith III]

Well...ok.  I'm not clear on a few things:

- How do typos in the Subject: affect this?  Typos mean extra tickets if it doesn't recognize the "magic string"; what else will they affect?

- I was being semi-facetious about "well-behaved", but your point is well taken.  I guess I could just remember to forward every note they send me back to RT, but that's also error-prone.

- What do you mean by "a more conventional use of RT"?

...phsiii
-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Wednesday, May 03, 2006 2:57 PM
To: Phil Smith III; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] User autocreation

At Wednesday 5/3/2006 02:17 PM, Phil Smith III wrote:
>We don't think we dare enable auto-user creation due to spam issues.
>
>But the usual flow is like this:
>
>1) User emails support at ourdomain with an issue.
>2) One of us creates an RT ticket, then replies, CCing RT, putting 
>the [ourdomain #nnn] in the Subject.
>3) Occasionally a customer is well-behaved enough to do a REPLY ALL, 
>but that fails to update RT because the user isn't in RT.
>
>Is there an easy way (presumably a scrip) to say "Any user that's 
>ever been on a TO or CC list gets auto-added as an unprivileged user"?

I can't think of one - this info is hidden away in transactions and 
it would seem costly to trawl through all transactions each time a 
reply came in.

The whole flow described seems prone to mistakes - for example, I'll 
guess people occasionally make typos when putting [ourdomain #nnn] in 
the Subject. The issue of customers doing reply or reply all isn't a 
question of good behavior - why should the customer be expected to 
know what your workflow is and that you need them to "reply all"?

A good spam filter and a more conventional use of RT might work out better -

Steve