[rt-users] How you manage cc.

[Mike Johnson]

Albert is actually referring to the email that creates the ticket.

John Doe types up an email...


To: rt
Cc: myboss, hisboss, cio, cao, cfo, grandma, grandpa, thedogdownthestreet
Subject: my computer is broken
Body: yup it's broken

myboss receives 1 or more emails(depending on your scrip setup)

The one Albert is saying he gets replies from is

From:John Doe
To: rt
Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet
Subject: My computer is broken


myboss hits "reply-all" on this email... this creates a new ticket in RT.
There is no way for RT to know that the email from John Doe, and the follow
email from myboss are actually all in 1 ticket.

Now... think down the road, say myboss's reply-all is to hisboss, and
hisboss hits reply-all to myboss and asks the cio,cao, AND cfo a question
each... and they reply-all to that email.

All this communication is being sent to rt, as emails without any
[rt#number] in the subject... and each email creates a new duplicate ticket
that all needs to be merged in the end...

My above example will create 7 tickets... each with 1 correspondence
transaction that should all be in 1 ticket.... a nightmare to manage...

The only thing my brain can think of besides education of the users...
repeatedly(and that still doesn't work that well), would be to have some
sort of scrip that looks at subject lines and original recipent lists and
does an auto-merge... that would be one crazy scrip and if anyone writes
a working one let me know!

Sorry I couldn't be of any help Albert...

Mike.

On Mon, May 16, 2011 at 12:27 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> 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
>>
>
>


-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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