[rt-users] How you manage cc.

[Ruslan Zakirov]

Hi,

Here is an idea to consider. Trick MTAs into suppressing recipients in
case RT gets email. May be at the end it would be trickier than just
that. It might work and help with users who send emails via inhouse
servers.

On Wed, May 25, 2011 at 1:08 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:
>  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
>



-- 
Best regards, Ruslan.