Closing out spam tickets

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No matter how good our spam filters are for out support email accounts,
spam is going to get through, and we would prefer to err on the side of
letting things in rather than dropping emails from real customers.

I’m wondering if someone has any simple suggestions/plugins/etc. for
adding buttons to the “RT at a glance” page that would add a “close this
as spam” button next to the “Take” ticket button.

I see a lot of various recipes at:
http://wiki.bestpractical.com/view/SpamFiltering

for filtering things. That’s not my problem at present (sorting the
spam into a different queue). It’s what to do with it once sorted.

What do others do?


Michael Richardson mcr@simtone.net
Director – Consumer Desktop Development, Simtone Corporation, Ottawa, Canada
Personal: http://www.sandelman.ca/mcr/

SIMtone Corporation fundamentally transforms computing into simple,
secure, and very low-cost network-provisioned services pervasively
accessible by everyone. Learn more at www.simtone.net and www.SIMtoneVDU.com

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Items in the spam queue never show up in “newest unowned,” so that helps.
Once every few days/weeks, I look at the spam queue, and bulk update
things to rejected status.On Wed, Jan 7, 2009 at 11:51, mcr@simtone.net wrote:

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No matter how good our spam filters are for out support email accounts,
spam is going to get through, and we would prefer to err on the side of
letting things in rather than dropping emails from real customers.

I’m wondering if someone has any simple suggestions/plugins/etc. for
adding buttons to the “RT at a glance” page that would add a “close this
as spam” button next to the “Take” ticket button.

I see a lot of various recipes at:
http://wiki.bestpractical.com/view/SpamFiltering

for filtering things. That’s not my problem at present (sorting the
spam into a different queue). It’s what to do with it once sorted.

What do others do?


Michael Richardson mcr@simtone.net
Director – Consumer Desktop Development, Simtone Corporation, Ottawa, Canada
Personal: http://www.sandelman.ca/mcr/

SIMtone Corporation fundamentally transforms computing into simple,
secure, and very low-cost network-provisioned services pervasively
accessible by everyone. Learn more at www.simtone.net and www.SIMtoneVDU.com

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“Jerrad” == Jerrad Pierce jpierce@cambridgeenergyalliance.org writes:
Jerrad> Items in the spam queue never show up in “newest unowned,” so that helps.
Jerrad> Once every few days/weeks, I look at the spam queue, and bulk update
Jerrad> things to rejected status.

hmm. okay. I don’t know how to do bulk updates, I guess I can learn.
So far we get two spams/day into the ticket system, so it hasn’t been
that big a deal yet.


Michael Richardson mcr@simtone.net
Director – Consumer Desktop Development, Simtone Corporation, Ottawa, Canada
Personal: http://www.sandelman.ca/mcr/

SIMtone Corporation fundamentally transforms computing into simple,
secure, and very low-cost network-provisioned services pervasively
accessible by everyone. Learn more at www.simtone.net and www.SIMtoneVDU.com

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hmm. okay. I don’t know how to do bulk updates, I guess I can learn.
So far we get two spams/day into the ticket system, so it hasn’t been
that big a deal yet.
It’s just a link at the top of any search results page.

Cambridge Energy Alliance: Save money. Save the planet.

hmm. okay. I don’t know how to do bulk updates, I guess I can learn.
So far we get two spams/day into the ticket system, so it hasn’t been
that big a deal yet.
It’s just a link at the top of any search results page.

I don’t know if this helps, but I think what Jerrad means is:

  1. Look at the search results page (with Search/Results.html in the url).

  2. Click the “Bulk Update” link in the menu at the top of the page.

  3. Select the appropriate (spam queue) entry from the “Make queue” popup.

  4. Click the “Update” button.

Voila.

Richard Foley
Ciao - shorter than aufwiedersehen