[rt-users] How you manage cc.

[Ruslan Zakirov]

On Wed, May 25, 2011 at 1:25 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:
>  Le 25/05/2011 à 01:20:30+0400, Ruslan Zakirov a écrit
> Hi,
>
>>
>> Here is an idea to consider. Trick MTAs into suppressing recipients in
>
> Wouah...that's nuclar-bomb solution ;-) I'm not sure I'm ready for this
> kind of solution ;-)

Yep, it's radical.

Smart usage of "In-Reply-To" and "References" headers to tie incoming
message to a ticket is less painful and safer.

>> 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.
>
> event in this case how can I tell RT to add the other recipients to the CC(in
> RT meaning ? ).

Option called ParseNewMessagesForTicketCcs (or something very close).
Wiki has info on extending functionality to work on follow up messages
(replies and comments).

>> >> 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.
>
> Best regards.
>
> JAS
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
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> mar 24 mai 2011 23:23:27 CEST
>



-- 
Best regards, Ruslan.