[rt-users] User autocreation

[Stephen Turner]

At Wednesday 5/3/2006 03:44 PM, Phil Smith III wrote:
>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 just meant what you describe - typos will mean that replies don't 
get appended to the correct ticket, they will generate new tickets.

>- 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"?

Hello Phil,

I was thinking that the support at ourdomain address would be a feed 
into RT and that autocreation would be turned on (assuming you solve 
the spam problem outside of RT). The scrips would take care of 
notifying your staff and directing mail to the customer. Then, any 
reply would automatically come back to RT and be added to the right ticket.

It sounds like you're using your email list as the primary means of 
communication, and that RT is just a back-end archive. Trouble is, 
it's impossible to ensure that all the email correspondence gets into 
RT attached to the right ticket. I'm even wondering if using RT is 
overkill in this situation - perhaps an archive of mail sent to your 
email list would work as well?

Steve