How you manage cc

Albert_Shih · May 16, 2011, 9:46am

Hi all.

I would like to known how you manage your ticket when some user send a
message to

our-rt-alias

and put in

cc: lot of users.

so when the ï¿½lot of usersï¿½ answer the first mail (not the second one) rt
create lots of tickets (each answer).

Regards.
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 16 mai 2011 11:45:39 CEST

Kenn_Crocker · May 16, 2011, 4:27pm

Albert,

We put instructions in our template that says to NOT use “Reply All” because
RT will take care of all other correspondence.

Another way would be to make sure the ticket number is in the subject line.
If there is a reference to the ticket number in the subject line [ie.
puts the correspondence with that ticket and doesn’t create a new one. If RT
doesn’t have a ticket number to refer to, it creates a new one. So … if
they hit “Reply All” and there* is a reference *to the ticket number
(url+ticket) in the subject line, RT will NOT create a new ticket.

Hope this helps.

Kenn
LBNLOn Mon, May 16, 2011 at 2:46 AM, Albert Shih Albert.Shih@obspm.fr wrote:

Hi all.

I would like to known how you manage your ticket when some user send a
message to
   our-rt-alias
and put in
   cc: lot of users.
so when the «lot of users» answer the first mail (not the second one) rt
create lots of tickets (each answer).

Regards.

Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 16 mai 2011 11:45:39 CEST

Mike_Johnson1 · May 17, 2011, 1:38pm

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

From:John Doe
To: rt
Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet
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…

Mike.

Kenn_Crocker · May 17, 2011, 5:05pm

Mike,

Actually, if their RT Queue is set up to send notifications to the Cc’s,
then the second email WILL include the ticket number and a comment that a
ticket has been created. THAT template should include a comment for the Cc’s
to NOT use Reply all on the former email or to only reply to the RT email. I
know it is not foolproof, after all, how many users actually READ their
email, but it works for us about 95% of the time.

Kenn
LBNLOn Tue, May 17, 2011 at 6:38 AM, Mike Johnson mike.johnson@nosm.ca wrote:

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

From:John Doe
To: rt
Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet
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…

Mike.

On Mon, May 16, 2011 at 12:27 PM, Kenneth Crocker kfcrocker@lbl.govwrote:
Albert,

We put instructions in our template that says to NOT use “Reply All”
because RT will take care of all other correspondence.

Another way would be to make sure the ticket number is in the subject
line. If there is a reference to the ticket number in the subject line [ie.
Subject: Request Titled: “{$Ticket->Subject}” has been created], then RT
puts the correspondence with that ticket and doesn’t create a new one. If RT
doesn’t have a ticket number to refer to, it creates a new one. So … if
they hit “Reply All” and there* is a reference *to the ticket number
(url+ticket) in the subject line, RT will NOT create a new ticket.

Hope this helps.

Kenn
LBNL

On Mon, May 16, 2011 at 2:46 AM, Albert Shih Albert.Shih@obspm.frwrote:
Hi all.

I would like to known how you manage your ticket when some user send a
message to
   our-rt-alias
and put in
   cc: lot of users.
so when the «lot of users» answer the first mail (not the second one) rt
create lots of tickets (each answer).

Regards.

Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 16 mai 2011 11:45:39 CEST
–
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

Ruslan_Zakirov1 · May 17, 2011, 9:25pm

Hello,

I recall somebody posted a patch for RT to use references in email to
track ticket ids. It was a while ago back at 3.{0,2,4} times. Look at:

http://requesttracker.wikia.com/wiki/InReplyToParsing

This may help. This as well may hurt in some situations. I see
sometimes people using old mails to generate new requests by hitting
reply and changing everything. They just don’t know about whole bunch
of headers they inherited.On Tue, May 17, 2011 at 5:38 PM, Mike Johnson mike.johnson@nosm.ca wrote:

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

From:John Doe
To: rt
Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet
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…

Mike.

On Mon, May 16, 2011 at 12:27 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:
Albert,

We put instructions in our template that says to NOT use “Reply All”
because RT will take care of all other correspondence.

Another way would be to make sure the ticket number is in the subject
line. If there is a reference to the ticket number in the subject line [ie.
Subject: Request Titled: “{$Ticket->Subject}” has been created], then RT
puts the correspondence with that ticket and doesn’t create a new one. If RT
doesn’t have a ticket number to refer to, it creates a new one. So … if
they hit “Reply All” and there is a reference to the ticket number
(url+ticket) in the subject line, RT will NOT create a new ticket.

Hope this helps.

Kenn
LBNL

On Mon, May 16, 2011 at 2:46 AM, Albert Shih Albert.Shih@obspm.fr wrote:
Hi all.

I would like to known how you manage your ticket when some user send a
message to
   our-rt-alias
and put in
   cc: lot of users.
so when the «lot of users» answer the first mail (not the second one) rt
create lots of tickets (each answer).

Regards.

Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 16 mai 2011 11:45:39 CEST
–
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

Best regards, Ruslan.

Albert_Shih · May 24, 2011, 9:05pm

Le 17/05/2011 ï¿½ 09:38:14-0400, Mike Johnson a ï¿½crit

Albert is actually referring to the email that creates the ticket.

Sorry for my long silence (vacations )

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

From:John Doe
To: rt
Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet
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…

Exactly.

The only thing my brain can think of besides education of the users…

It’s not only education it’s also I don’t have any solution for :

cc  : my_college

Inside the IT-Team we using command-by-email and use AddCc: but that’s not
a option for the users. So beside the web interface (maybe it’s the good
solution) I don’t see any solution for that.

Thanks a lot

Regards.

JAS
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 24 mai 2011 23:02:24 CEST

Albert_Shih · May 24, 2011, 9:08pm

Le 17/05/2011 ï¿½ 10:05:49-0700, Kenneth Crocker a ï¿½crit

Mike,

Actually, if their RT Queue is set up to send notifications to the Cc’s, then
the second email WILL include the ticket number and a comment that a ticket has
been created. THAT template should include a comment for the Cc’s to NOT use
Reply all on the former email or to only reply to the RT email. I know it is
not foolproof, after all, how many users actually READ their email, but it
works for us about 95% of the time.

Thanks for the tips.

But for our users generally the sort in the MTA is ï¿½by date and threadï¿½ so the first
mail should be the first mail (not from RT).

And most of the time the other user don’t read the second mail, first they
going to answer the first mail.

Regards.

Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 24 mai 2011 23:06:56 CEST

Ruslan_Zakirov1 · May 24, 2011, 9:20pm

Hi,

Here is an idea to consider. Trick MTAs into suppressing recipients in
case RT gets email. May be at the end it would be trickier than just
that. It might work and help with users who send emails via inhouse
servers.On Wed, May 25, 2011 at 1:08 AM, Albert Shih Albert.Shih@obspm.fr wrote:

Le 17/05/2011 à 10:05:49-0700, Kenneth Crocker a écrit

Mike,

Actually, if their RT Queue is set up to send notifications to the Cc’s, then
the second email WILL include the ticket number and a comment that a ticket has
been created. THAT template should include a comment for the Cc’s to NOT use
Reply all on the former email or to only reply to the RT email. I know it is
not foolproof, after all, how many users actually READ their email, but it
works for us about 95% of the time.

Thanks for the tips.

But for our users generally the sort in the MTA is «by date and thread» so the first
mail should be the first mail (not from RT).

And most of the time the other user don’t read the second mail, first they
going to answer the first mail.

Regards.

–
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 24 mai 2011 23:06:56 CEST

Best regards, Ruslan.

Albert_Shih · May 24, 2011, 9:25pm

Le 25/05/2011 ï¿½ 01:20:30+0400, Ruslan Zakirov a ï¿½crit
Hi,

Here is an idea to consider. Trick MTAs into suppressing recipients in

Wouah…that’s nuclar-bomb solution I’m not sure I’m ready for this
kind of solution

case RT gets email. May be at the end it would be trickier than just
that. It might work and help with users who send emails via inhouse
servers.

event in this case how can I tell RT to add the other recipients to the CC(in
RT meaning ? ).

Actually, if their RT Queue is set up to send notifications to the Cc’s, then
the second email WILL include the ticket number and a comment that a ticket has
been created. THAT template should include a comment for the Cc’s to NOT use
Reply all on the former email or to only reply to the RT email. I know it is
not foolproof, after all, how many users actually READ their email, but it
works for us about 95% of the time.

Best regards.

JAS
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 24 mai 2011 23:23:27 CEST

Ruslan_Zakirov1 · May 24, 2011, 9:35pm

Le 25/05/2011 à 01:20:30+0400, Ruslan Zakirov a écrit
Hi,

Here is an idea to consider. Trick MTAs into suppressing recipients in

Wouah…that’s nuclar-bomb solution I’m not sure I’m ready for this
kind of solution

Yep, it’s radical.

Smart usage of “In-Reply-To” and “References” headers to tie incoming
message to a ticket is less painful and safer.

case RT gets email. May be at the end it would be trickier than just
that. It might work and help with users who send emails via inhouse
servers.

event in this case how can I tell RT to add the other recipients to the CC(in
RT meaning ? ).

Option called ParseNewMessagesForTicketCcs (or something very close).
Wiki has info on extending functionality to work on follow up messages
(replies and comments).

Actually, if their RT Queue is set up to send notifications to the Cc’s, then
the second email WILL include the ticket number and a comment that a ticket has
been created. THAT template should include a comment for the Cc’s to NOT use
Reply all on the former email or to only reply to the RT email. I know it is
not foolproof, after all, how many users actually READ their email, but it
works for us about 95% of the time.

Best regards.

JAS

Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 24 mai 2011 23:23:27 CEST

Best regards, Ruslan.

Kenn_Crocker · May 25, 2011, 7:07pm

Albert,

I modified the “ParseNewMessagesForTicketCcs” code into a scrip that could
be applied on a Queue-by-Querue basis. It adds any “Cc” on any intitial and
subsequent correspondence to the “Ticket” Cc list. If you’re think that
would be usefull to you, I’ll pass it on to you.

Kenn
LBNLOn Tue, May 24, 2011 at 2:35 PM, Ruslan Zakirov ruz@bestpractical.comwrote:

On Wed, May 25, 2011 at 1:25 AM, Albert Shih Albert.Shih@obspm.fr wrote:

Le 25/05/2011 à 01:20:30+0400, Ruslan Zakirov a écrit
Hi,

Here is an idea to consider. Trick MTAs into suppressing recipients in

Wouah…that’s nuclar-bomb solution I’m not sure I’m ready for this
kind of solution

Yep, it’s radical.

Smart usage of “In-Reply-To” and “References” headers to tie incoming
message to a ticket is less painful and safer.

case RT gets email. May be at the end it would be trickier than just
that. It might work and help with users who send emails via inhouse
servers.

event in this case how can I tell RT to add the other recipients to the
CC(in
RT meaning ? ).

Option called ParseNewMessagesForTicketCcs (or something very close).
Wiki has info on extending functionality to work on follow up messages
(replies and comments).

Actually, if their RT Queue is set up to send notifications to the
Cc’s, then
the second email WILL include the ticket number and a comment that a
ticket has
been created. THAT template should include a comment for the Cc’s to
NOT use
Reply all on the former email or to only reply to the RT email. I
know it is
not foolproof, after all, how many users actually READ their email,
but it
works for us about 95% of the time.

Best regards.

JAS

Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 24 mai 2011 23:23:27 CEST

–
Best regards, Ruslan.

Mike_Johnson1 · May 30, 2011, 3:50pm

Hi Albert,

I thought up a way you could stop some of the chaos that occurs… but this
involves a shift in how tickets are created.

Form based ticket submission and a hidden RT ticket creation email address -
have a seperate email address that actually creates tickets and only allow a
form email that address… so end-users can’t email it directly, have
end-users email another address… and that address check for the RT tag in
the subject… if it doesn’t find it, dump the email and reply to the
end-user saying they have to fill our your form.

Not really an out-of-the-box way of doing it, but it would get the job
done…

Maybe this will spark some ideas on a better way…

Good luck!
Mike.On Mon, May 16, 2011 at 5:46 AM, Albert Shih Albert.Shih@obspm.fr wrote:

Hi all.

I would like to known how you manage your ticket when some user send a
message to
   our-rt-alias
and put in
   cc: lot of users.
so when the «lot of users» answer the first mail (not the second one) rt
create lots of tickets (each answer).

Regards.

Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 16 mai 2011 11:45:39 CEST

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca