Duplicate ticket creation from CC's

Greetings!

Errata: RT 3.6.5 on FC8

I have a user who is the admin of one of the queues. He is asking about
a problem he is having with duplicate tickets being created, and here is
the scenario:

  1. User Adam sends email to RT to create ticket, CC’s Bill and Carl.
    Email subject is “PROBLEM”.
    – RT, Bill, and Carl all get the email.

  2. RT generates ticket #1 with Subject “RT #1: PROBLEM”, sends
    notification to Adam.

  3. Bill “RepliesAll” to Adam’s email original email, so email is sent
    to RT and Carl from Bill. Email Subject is now “Re: PROBLEM”.
    – RT, Adam, and Carl get the email.

  4. RT generates ticket #2 with Subject “RT #2: Re:PROBLEM”, sends
    notification to Bill.

  5. Carl “RepliesAll” to Bill’s email, which is a reply to Adam’s first
    email (Subj" Re: PROBLEM"). Email Subject is now “Re: PROBLEM”.
    – RT, Adam, and Bill get the email

  6. RT generates ticket #3 with Subject “RT #3: Re:PROBLEM”, sends
    notification to Carl.

Do you see where this is going?

Now there are three tickets in the RT queue:

#1: PROBLEM (from Adam)
#2: Re: PROBLEM (from Bill)
#3: Re: PROBLEM (from Carl)

I understand that if you merge these, all the people will get all the
replies to the merged ticket. However, this could be problematic (and
painful) if the CC list is big and people are energetic. But it is a
pain to have to keep merging new tickets into the original, and my user
says this is not the way RT should handle it. I explain that a unique
ticket is created by each user/subject combination sent to RT, but he
believes this is “kludge” behavior (his word, not mine).

So, what’s the best way to avoid the duplicates?

My answer was "Don’t CC them on the original email, but rather create
the ticket, then add them as CC’s on thie ticket. But due to the
constraints of the environment, users do not always have access to the
RT GUI to do this when/after they create a ticket; most of our tickets
are created via email.

As always, any help is greatly appreciated!!!

…k
Kevin Freels
Director of Information Technology
Sendmail, Inc.
kfreels@sendmail.com 510/594.5572

[snip]

My answer was "Don’t CC them on the original email, but rather create
the ticket, then add them as CC’s on thie ticket. But due to the
constraints of the environment, users do not always have access to the
RT GUI to do this when/after they create a ticket; most of our tickets
are created via email.

As always, any help is greatly appreciated!!!

I’m thinking that the ability for RT to parse headers would be nice. So
if you want to CC people with the initial email, have a special CC like
"X-RT-CC" for that purpose.

David Griffith
dgriffi@cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

Kevin Freels wrote:

So, what’s the best way to avoid the duplicates?

http://code.google.com/p/rt-references/ is what I’ve been using for the
exact same problem and it works well

Kevin,

We had that problem at first as well. Those using RT had forgotten that
if their Queues were set up to notify the appropriate persons, then they
didn’t need to add them as a CC. Add to that the fact that many would
continue to click “Reply All”, instead of just “Reply”. we had to train
them to remember about just having RT in the CC or BCC field (and the
ticket reference in the subject line). We also put that information
intoto EVERY template we use. Like this:

SPECIAL INSTRUCTIONS:

To ensure that any communication is kept with the ticket history,
Please include the string:

     [{$rtname} #{$Ticket->id}]

in the subject line of all future correspondence about this issue.
To view this ticket, enter URL:

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

                    Thank you,
                    {$Ticket->QueueObj->CorrespondAddress()}

This is n the bottom of EVERY single template we use. Additionally, we
had a “RT Support” link on ALL our screens that allows thm access to an
FAQ page.

Question:**

I frequently forward email requests to my RT queue and “cc:” other users
in the same email. Sometimes one of the cc recipients will "Reply All"
to the message and a new ticket is generated in RT? How do I stop this
from happening?**

Answer:**

Actually, it is simpler than you would think. When RT gets a message
that does NOT have a ticket number, it will always create a new one at
the Queue address you sent the message to (i.e [/Queue alias)@(email
URL/
] in any “CC” field). Whether you are sending email OUTSIDE of
the RT system or inside, you can keep RT informed (ticker history)
without risking the creation of an extra ticket by doing the following:

  1.  Putting the RT ticket info into the subject line somewhere. It 
    

should look like this “re: [lbl.gov #99999]” where 99999 is the ticket
number. RT will never create a new ticket if the email is already
referring to one.

But, if failing to put the ticket info into the subject line, then:

*2. *Place the RT queue email address in the BCC portion of your
email message, especially if you are going to cc other users in the same
message. This way if users Reply All to your message, RT will not
trigger a new ticket. Also, it is *VERY IMPORTANT *to be aware if any of
those users that you “cc:” are already listed as “cc’s” or the
requestor of the referred ticket. RT will automatically include them
with a copy of the correspondence due to global notifications already
set up (see "Standards->Notifications), so they end up getting TWO
emails.

Anyway, that’s how we handles it. Hope this helps.

Kenn
LBNLOn 10/7/2009 11:20 AM, Kevin Freels wrote:

Greetings!

Errata: RT 3.6.5 on FC8

I have a user who is the admin of one of the queues. He is asking about
a problem he is having with duplicate tickets being created, and here is
the scenario:

  1. User Adam sends email to RT to create ticket, CC’s Bill and Carl.
    Email subject is “PROBLEM”.
    – RT, Bill, and Carl all get the email.

  2. RT generates ticket #1 with Subject “RT #1: PROBLEM”, sends
    notification to Adam.

  3. Bill “RepliesAll” to Adam’s email original email, so email is sent
    to RT and Carl from Bill. Email Subject is now “Re: PROBLEM”.
    – RT, Adam, and Carl get the email.

  4. RT generates ticket #2 with Subject “RT #2: Re:PROBLEM”, sends
    notification to Bill.

  5. Carl “RepliesAll” to Bill’s email, which is a reply to Adam’s first
    email (Subj" Re: PROBLEM"). Email Subject is now “Re: PROBLEM”.
    – RT, Adam, and Bill get the email

  6. RT generates ticket #3 with Subject “RT #3: Re:PROBLEM”, sends
    notification to Carl.

Do you see where this is going?

Now there are three tickets in the RT queue:

#1: PROBLEM (from Adam)
#2: Re: PROBLEM (from Bill)
#3: Re: PROBLEM (from Carl)

I understand that if you merge these, all the people will get all the
replies to the merged ticket. However, this could be problematic (and
painful) if the CC list is big and people are energetic. But it is a
pain to have to keep merging new tickets into the original, and my user
says this is not the way RT should handle it. I explain that a unique
ticket is created by each user/subject combination sent to RT, but he
believes this is “kludge” behavior (his word, not mine).

So, what’s the best way to avoid the duplicates?

My answer was "Don’t CC them on the original email, but rather create
the ticket, then add them as CC’s on thie ticket. But due to the
constraints of the environment, users do not always have access to the
RT GUI to do this when/after they create a ticket; most of our tickets
are created via email.

As always, any help is greatly appreciated!!!

…k
-=-=-=-
Kevin Freels
Director of Information Technology
Sendmail, Inc.
kfreels@sendmail.com 510/594.5572


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