[rt-users] Auto-reply contains FAQ search results

[Steve Huston]

I've looked through the wiki and mailing list and didn't find mention of
something like this.  My auto-reply has a line to direct users to our
FAQ (not RTFM, it predated RTFM and I've found no compelling reason to
port it all now).  However, as one might guess, people still do not go
search for their problem there and will happily wait for the rest of the
weekend to pass before getting a quick response which occasionally
directs them to one of the entries they would have found searching for
the exact subject they used in their email.

I've seen some systems where when you send a message to a support
address, you get back a list of possible FAQ entries based on a search
of some keywords in your email or subject line.  I wonder if something
like that could be done in a scrip?  I realize it might require a bit
more than some simple scripting, but something that can pass some
keywords to a search function and return some links that might be
relevant could be quite useful - at the very least, there's that slim
chance that seeing an article that mentions a user's exact problem will
prompt them to click the link when they can't be bothered to type it in
a search box, being an extra step and all...

-- 
Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
  Princeton University  |    ICBM Address: 40.346525   -74.651285
    206 Peyton Hall     |"On my ship, the Rocinante, wheeling through
  Princeton, NJ   08544 | the galaxies; headed for the heart of Cygnus,
    (267) 793-0852      | headlong into mystery."  -Rush, 'Cygnus X-1'