[rt-users] How you manage cc.

[Mike Johnson]

Hi Albert,

I thought up a way you could stop some of the chaos that occurs... but this
involves a shift in how tickets are created.

Form based ticket submission and a hidden RT ticket creation email address -
have a seperate email address that actually creates tickets and only allow a
form email that address... so end-users can't email it directly, have
end-users email another address... and that address check for the RT tag in
the subject... if it doesn't find it, dump the email and reply to the
end-user saying they have to fill our your form.

Not really an out-of-the-box way of doing it, but it would get the job
done...

Maybe this will spark some ideas on a better way...

Good luck!
Mike.




On Mon, May 16, 2011 at 5:46 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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