What’s the best way to avoid this scenario:
- Jeff sends a note with subject “Machine Broken” to Helpdesk and CC’s
Barrett, Tony and John.
- Helpdesk opens a ticket titled “Machine Broken” with Requestors
Jeff, Barrett, Tony, John and sends a receipt to Jeff with subject
"[Helpdesk #2008] Helpdesk Update: Machine Broken" to note that it has
received your request.
- Barrett does Reply All to Jeff’s note “Machine Broken”. When he
does this, his “Re: Machine Broken” reply will go to Jeff, Tony, John
- This opens another ticket in the Helpdesk titled “Re: Machine
Broken” and Barrett will receive a receipt from Helpdesk with Subject
"[Helpdesk #2008] Helpdesk Update: Re: Machine Broken".
- Tony then replies to Jeff’s note. Yet another ticket is created.
Right now I enable $ParseNewMessageForTicketCcs but I’m not sure that
setting comes into play here. The real issue is that people are used to
doing Reply All, and don’t bother to see if Helpdesk is one of the
people they are replying to.
I can’t figure out a graceful way to handle it. I want to be including
all of those others on the ticket, but I don’t want their replies to be
opening new tickets. Even if I don’t ParseNewMessageForTicketCcs,
they’ll still open duplicate tickets when they do Reply All. Is there
anything to be done here?
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham