Hi, I have a question about an email workflow. I’m wondering if anyone can help me or tell me how you handle this scenario.
For example, an incoming email in the incident reports queue that has two people in cc generates a ticket. I reply to it, and the customer replies back, removing one of the CCs from the conversation since they shouldn’t be included from that point on. I don’t realize that they’ve been removed, and RTIR keeps them in the “People” field because it initially adds them automatically. From there, they can be sent to the next reply via script or manually because RTIR doesn’t check whether they should be removed or not.
How do you handle these situations? Any ideas?
Any suggestions are welcome.
Thank you very much!
Hi Alberto,
The question is whether you want the author of an e‑mail (customer or employee) to be able to add or remove people from the To: or CC: fields in the ticket. We do not want to allow that.
Remember: if the CC list remains in the reply, the CC recipients receive two e‑mails, one from the original author and another from RT.
We have two typical use cases:
- Single‑requestor case – only one customer is the requestor and no one else is involved. This works well.
- IT‑team case – a member of customer’s IT team is the requestor, with additional people in CC.
The user in this case knows our ticket system and replies only to the ticket instead of using “Reply‑All”. If they use “Reply‑All”, the CC recipients receive duplicate e‑mails, which they want to avoid.
After a brief learning period, customers are able to handle this themselves, and the process runs smoothly.
Therefore, at our company it is the ticket owner’s responsibility to manage the people assigned to the To: and CC: roles in RT. The only time the system automatically populates the To: and CC: fields from an incoming e‑mail is at ticket‑creation.
regards.
Hi rubberduck, thanks for the quick reply.
We use scripts to automate tickets and replies in specific cases, but setting up a separate queue and handling the ticket recipients as you suggest should solve the problem. Thank you very much!