[rt-users] CC Reply creates ticket

zbigniew at starpower.net zbigniew at starpower.net
Fri Nov 2 12:39:25 EDT 2007

Recently I deployed RT in my organization.  The users will primarily submit tickets via email.  User "Tom" submits a ticket via email.  In that email he CC's "Matt".  If Matt reply-all to the email the RT system will create a new ticket with the reply and the requester set as Matt.

I'm not sure how to handle this, if Matt waits to get the RT confirmation email all will be fine, but typically he won't wait and just fires out an email.

Any suggestions?  Either a technical solution, or suggestion on how to teach the users how to work with RT.


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