Albert is actually referring to the email that creates the ticket.
John Doe types up an email…To: rt
Cc: myboss, hisboss, cio, cao, cfo, grandma, grandpa, thedogdownthestreet
Subject: my computer is broken
Body: yup it’s broken
myboss receives 1 or more emails(depending on your scrip setup)
The one Albert is saying he gets replies from is
Subject: My computer is broken
myboss hits “reply-all” on this email… this creates a new ticket in RT.
There is no way for RT to know that the email from John Doe, and the follow
email from myboss are actually all in 1 ticket.
Now… think down the road, say myboss’s reply-all is to hisboss, and
hisboss hits reply-all to myboss and asks the cio,cao, AND cfo a question
each… and they reply-all to that email.
All this communication is being sent to rt, as emails without any
[rt#number] in the subject… and each email creates a new duplicate ticket
that all needs to be merged in the end…
My above example will create 7 tickets… each with 1 correspondence
transaction that should all be in 1 ticket… a nightmare to manage…
The only thing my brain can think of besides education of the users…
repeatedly(and that still doesn’t work that well), would be to have some
sort of scrip that looks at subject lines and original recipent lists and
does an auto-merge… that would be one crazy scrip and if anyone writes
a working one let me know!
Sorry I couldn’t be of any help Albert…