[rt-users] How you manage cc.

[Ruslan Zakirov]

Hello,

I recall somebody posted a patch for RT to use references in email to
track ticket ids. It was a while ago back at 3.{0,2,4} times. Look at:

http://requesttracker.wikia.com/wiki/InReplyToParsing

http://www.gossamer-threads.com/lists/engine?list=rt&do=search_results&search_forum=all&search_string=in-reply-to+ticket+id&search_type=AND

This may help. This as well may hurt in some situations. I see
sometimes people using old mails to generate new requests by hitting
reply and changing everything. They just don't know about whole bunch
of headers they inherited.

On Tue, May 17, 2011 at 5:38 PM, Mike Johnson <mike.johnson at nosm.ca> wrote:
> 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
>



-- 
Best regards, Ruslan.