[rt-users] correcting users annoying behavior

Kenneth Crocker kenn.crocker at gmail.com
Wed Oct 24 12:47:49 EDT 2012


Have you tried training them? Have a class for all the RT users and point
out how they are creating a nightmare and show them how RT automatically
takes care of CC's, etc.once they are set up in the ticket. Discuss with
them other methods and ask them about changes they might like to have. Give
them a reason to work with you.

Hope this helps


On Wed, Oct 24, 2012 at 8:57 AM, Tim Dunphy <bluethundr at gmail.com> wrote:

> Hello,
>  We have an RT server at our company that is growing in popularity. Other
> depts are starting to use it and the RT is starting to process more and
> more tickets. We live in a very big production house that gets very busy
> and has 'crisis' moments at least a few times week. During such 'crises'
> users tend to respond to RT tickets by putting the rt-reply address in the
> CC: field of the email. The email thread could then go on for another 20 to
> 30 emails or so, each generating a new ticket because RT is in the CC:
> field and not the TO: field.
>  I'm not very optimistic of my chances of walking up to each and every
> user and wagging my finger in their face to correct the proper RT behavior
> of leaving RT in the 'TO' field and not the CC' field. So my question to
> you, dear listers, is is there any way to handle this situation on the RT
> side? A plugin or setting that gets RT to NOT create a new ticket if it
> receives mail by way of the CC line of the email?
>  Another annoying behavior we're trying to correct is employees forgetting
> that they have tickets! Is there any way to get RT to email a reminder to
> the owner of a ticket after X amount of time has passed on a ticket with no
> activity?
> Thanks
> Tim
> --
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