A cpuple of questions

RT Users
1

If these are newbie questions that are answered in a FAQ, please accept my
apologies.

(1) Our users submit a ticket via email when they want one of my IT team to
turn on a vacation alert for them. RT automatically responds with an email
that tells the submitter that a ticket has been created. So far so good. A
problem arises when the user gets back from vacation and submits a ticket
via email to turn off their vacation alert. RT responds again only this time
the vacation autoresponder kicks in and replies to RT. This begins a
email/ticket creation loop which if left unchecked by my team or myself will
end up generating tons of useless tickets. Has anyone else run into this
problem? and if so, how did you solve it?

(2) Some users have their email client configured to add “re:” when
responding to an email. If one of my team sends a “Reply” to a ticket and
the user who submitted the ticket responds to the “Reply” email with a "re:"
in the subject line, this creates a new ticket rather than adding the
information into the original ticket. Once again, has anyone else run into
this problem? and if so, how did you solve it?

…Steve

2

  1. You should set the Precedence to bulk for email generated by RT
    (AFAIK this is the default) and configure your vacation response to not
    send out auto responses to bulk messages. Also, why does your
    auto-responder send out multiple emails to the same email address within
    the same day (or even the same week)?

  2. I’ve not experienced this with RT 3.x, we have many tickets that end
    up with “re:” or any number of things in the subject line that displace
    the position of the ticket number, and it all works out fine. What
    version of RT are you using that causes this behavior? Are the users
    removing the ticket number from subject line?

.r’

Steve Walsh wrote:

3

Hi Steve,

At 09:44 AM 10/9/2007, Steve Walsh wrote:

(1) Our users submit a ticket via email when they want one of my IT team
to turn on a vacation alert for them. RT automatically responds with an
email that tells the submitter that a ticket has been created. So far so
good. A problem arises when the user gets back from vacation and submits a
ticket via email to turn off their vacation alert. RT responds again only
this time the vacation autoresponder kicks in and replies to RT. This
begins a email/ticket creation loop which if left unchecked by my team or
myself will end up generating tons of useless tickets. Has anyone else run
into this problem? and if so, how did you solve it?

Haven’t seen this problem yet, but if it did then I’d use a global OnCreate
scrip to see whether e-mail is from the vacation program. If it is, delete
the ticket and do nothing.

Regards,
Gene

Gene LeDuc, GSEC
Security Analyst
San Diego State University