Recently I deployed RT in my organization. The users will primarily submit tickets via email. User “Tom” submits a ticket via email. In that email he CC’s “Matt”. If Matt reply-all to the email the RT system will create a new ticket with the reply and the requester set as Matt.
I’m not sure how to handle this, if Matt waits to get the RT confirmation email all will be fine, but typically he won’t wait and just fires out an email.
Any suggestions? Either a technical solution, or suggestion on how to teach the users how to work with RT.
-Zb
Recently I deployed RT in my organization. The users will primarily submit tickets via email. User “Tom” submits a ticket via email. In that email he CC’s “Matt”. If Matt reply-all to the email the RT system will create a new ticket with the reply and the requester set as Matt.
I’m not sure how to handle this, if Matt waits to get the RT confirmation email all will be fine, but typically he won’t wait and just fires out an email.
Any suggestions? Either a technical solution, or suggestion on how to teach the users how to work with RT.
Teach your users not to mail RT and Cc others. If they need to Cc
someone that RT cannot be configure to Cc for them, then have them Bcc
RT. Maybe RT could refuse to create the ticket if there is “Re:” in
the subject line…
-Todd
zbigniew,
I concur with Todd. Actually, we modified our templates to include the
instruction to NOT use “ReplyAll” when responding to an E_mail from RT
in ANY WAY. Of course, we also include some instructions on how to reply
so that RT gets a copy AND everyone as well without creating a new
ticket. There doesn’t seem to be a button to push or an easy scrip to
write, just simple instructions that fairly intelligent users should
understand. If they don’t, we just point them to the instructions they
apparently didn’t read.
Kenn
LBNLOn 11/3/2007 6:17 AM, Todd Chapman wrote:
On 11/2/07, zbigniew@starpower.net zbigniew@starpower.net wrote:
Recently I deployed RT in my organization. The users will primarily submit tickets via email. User “Tom” submits a ticket via email. In that email he CC’s “Matt”. If Matt reply-all to the email the RT system will create a new ticket with the reply and the requester set as Matt.
I’m not sure how to handle this, if Matt waits to get the RT confirmation email all will be fine, but typically he won’t wait and just fires out an email.
Any suggestions? Either a technical solution, or suggestion on how to teach the users how to work with RT.
Teach your users not to mail RT and Cc others. If they need to Cc
someone that RT cannot be configure to Cc for them, then have them Bcc
RT. Maybe RT could refuse to create the ticket if there is “Re:” in
the subject line…
-Todd
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