[rt-users] A cpuple of questions

[Robert Long]

1) You should set the Precedence to bulk for email generated by RT
(AFAIK this is the default) and configure your vacation response to not
send out auto responses to bulk messages.  Also, why does your
auto-responder send out multiple emails to the same email address within
the same day (or even the same week)? 


2)  I've not experienced this with RT 3.x, we have many tickets that end
up with "re:" or any number of things in the subject line that displace
the position of the ticket number, and it all works out fine.  What
version of RT are you using that causes this behavior?  Are the users
removing the ticket number from subject line?


.r'

Steve Walsh wrote:
> If these are newbie questions that are answered in a FAQ, please
> accept my apologies.
>  
> (1) Our users submit a ticket via email when they want one of my IT
> team to turn on a vacation alert for them. RT automatically responds
> with an email that tells the submitter that a ticket has been created.
> So far so good. A problem arises when the user gets back from vacation
> and submits a ticket via email to turn off their vacation alert. RT
> responds again only this time the vacation autoresponder kicks in and
> replies to RT. This begins a email/ticket creation loop which if left
> unchecked by my team or myself will end up generating tons of useless
> tickets. Has anyone else run into this problem? and if so, how did you
> solve it?
>  
> (2) Some users have their email client configured to add "re:" when
> responding to an email. If one of my team sends a "Reply" to a ticket
> and the user who submitted the ticket responds to the "Reply" email
> with a "re:" in the subject line, this creates a new ticket rather
> than adding the information into the original ticket. Once again, has
> anyone else run into this problem? and if so, how did you solve it?
>  
> ...Steve
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