So, one “nice” feature of RT is that messages go out as being from, e.g.
"Joe Blow via RT" <firstname.lastname@example.org>
Unfortunately, we’ve been getting several cases of a user who has recieved RT correspondence having their e-mail client autocomplete “Joe Blow” into the RT address, rather than true address of “Joe Blow” (ldap lookup or personal address book, etc). (I’m sure they get a list, but probably blindly accept the first match)
Thus, a message that should have been sent to a particular user, instead gets turned into a useless ticket.
Okay, this is user error on the part of the sender, but that battle cannot be won.
Anyone have any process of dealing with this neatly? I suppose i could modify RT to not put out the “Nice” From format. I suppose that RT could also reject any messages that come in in that form that are NOT a current ticket thread.
I’m using RT 3.4.0. Has this been addressed in subsequent RT releases? I guess i’d have to consider this a design flaw. A more appropriate format might instead be:
"RT : Joe Blow"
or something that presumably wouldn’t have as high of an autocompletion match ranking.