[rt-users] How you manage cc.

[Kenneth Crocker]

Albert,

We put instructions in our template that says to NOT use "Reply All" because
RT will take care of all other correspondence.

Another way would be to make sure the ticket number is in the subject line.
If there is a reference to the ticket number in the subject line [ie.
Subject: Request Titled: "{$Ticket->Subject}" has been created], then RT
puts the correspondence with that ticket and doesn't create a new one. If RT
doesn't have a ticket number to refer to, it creates a new one. So ..... if
they hit "Reply All" and there* is a reference *to the ticket number
(url+ticket) in the subject line, RT will NOT create a new ticket.

Hope this helps.

Kenn
LBNL

On Mon, May 16, 2011 at 2:46 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:

> Hi all.
>
> I would like to known how you manage your ticket when some user send a
> message to
>
>        our-rt-alias
>
> and put in
>
>        cc: lot of users.
>
> so when the «lot of users» answer the first mail (not the second one) rt
> create lots of tickets (each answer).
>
> Regards.
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> Téléphone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> lun 16 mai 2011 11:45:39 CEST
>
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