[rt-users] A cpuple of questions

[Gene LeDuc]

Hi Steve,

At 09:44 AM 10/9/2007, Steve Walsh wrote:
>(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?

Haven't seen this problem yet, but if it did then I'd use a global OnCreate 
scrip to see whether e-mail is from the vacation program.  If it is, delete 
the ticket and do nothing.

Regards,
Gene


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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