Does RT link the original request with other emails received related to the original?

Hi,

Sequence of events is as follows:

  1. Requestor raises a request by emailing to RT
  2. Owner sends an email from RT to requestor asking for clarifications
  3. Requestor responds with an email to RT

Is this second email treated as a new request or does RT identify it
as being linked to the original request (maybe based on the subject)?

Regards,

Kopi Patil

PS: Please forgive me if this is a dumb question. We are evaluating RT
for an internal administrative services request tracking and the
ability to link the subsequent emails with the original request is
CRITICAL.

Am 15.06.2006 17:08 Uhr schrieb “Kopinesh Patil” unter
kopinesh.patil@gmail.com:

Hi,

Sequence of events is as follows:

  1. Requestor raises a request by emailing to RT
  2. Owner sends an email from RT to requestor asking for clarifications
  3. Requestor responds with an email to RT

Is this second email treated as a new request or does RT identify it
as being linked to the original request (maybe based on the subject)?

Yes.

Regards,

Kopi Patil

PS: Please forgive me if this is a dumb question. We are evaluating RT
for an internal administrative services request tracking and the
ability to link the subsequent emails with the original request is
CRITICAL.

I recommend you buy the RT Essentials Book. It does cover all the basic
questions for management in the first chapter, which could easily be duped
"Selling RT to the masses"… A link to the book is in the sig added to all
mailing list mails.

Regards,
Harald

harald wagener
technical lead it

fcb wilkens
an der alster 42
20099 hamburg
hwagener@hamburg.fcb.com
t. +49(0)40-2881-1252
www.footeconebelding.de