[rt-users] RT MAil address option?

[Kenneth Crocker]

Stephan,


	Initially, I felt as you do. Geez, if I put the wrong address on a 
letter to someone, they won't get it. However, the concept of "return to 
sender - address unknown" (actually there was a song about this) is a 
user-friendly one. Especially if the ticket has moved, it would be nice 
to get a note back from RT telling me that the ticket isn't at that 
address. At least I know and can initiate a query on it instead of the 
correspondence ending up on the wrong ticket and me not knowing.


Kenn
LBNL

Stephen Turner wrote:
> At Monday 9/18/2006 03:01 PM, Kenneth Crocker wrote:
>> To all,
>>
>>
>>         I have a user that sent an E_mail to another user and referred 
>> to an RT Ticket and address. The ticket he entered existed (resolved, 
>> in fact) in a different Queue than the address he entered with the 
>> ticket. Consequently, the correspondence was received by the user, but 
>> RT placed said correspondence with the ticket he typed, not the Queue. 
>> I figured that was reasonable, since all attachments hang onto the 
>> ticket object by design. The user said that RT should have caught the 
>> error and refused to update the ticket due to the fact the ticket 
>> wasn't in the address he entered. My question is this, is there 
>> someway to configure RT to reject the correspondence update due to the 
>> fact that the ticket number entered was NOT in the RT address also 
>> entered? If anyone has done this, please send me some instructions on 
>> how. Is this an option I missed in RT Essentials? Does anyone think it 
>> is a good candidate as a correspondence update option? Thanks.
>>
>>
>> Kenn
> 
> Hello Kenn,
> 
> I think your first instinct -- "I figured that was reasonable" -- was 
> correct! What about the poor user who just wants to send mail to an 
> existing ticket that, unbeknownst to him, has moved to another queue? 
> He'd have to get a message saying "sorry we've moved your ticket, you 
> now have to send replies to this new address", and he'd have to resubmit 
> his message. And if in the meantime, the queue had been changed again, 
> he'd get another refusal message and have to resubmit again.
> 
> I think you really, really  want to give your customers a consistent 
> reference point for their tickets, and that has to be the ticket number.
> 
> Steve