[rt-users] How you manage cc.

[Albert Shih]

 Le 17/05/2011 à 10:05:49-0700, Kenneth Crocker a écrit
> Mike,
> 
> Actually, if their RT Queue is set up to send notifications to the Cc's, then
> the second email WILL include the ticket number and a comment that a ticket has
> been created. THAT template should include a comment for the Cc's to NOT use
> Reply all on the former email or to only reply to the RT email. I know it is
> not foolproof, after all, how many users actually READ their email, but it
> works for us about 95% of the time.

Thanks for the tips. 

But for our users generally the sort in the MTA is «by date and thread» so the first
mail should be the first mail (not from RT). 

And most of the time the other user don't read the second mail, first they
going to answer the first mail.

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:
mar 24 mai 2011 23:06:56 CEST