I’ve been thinking it would be nice to have…
Automatic addition of incoming request CCs to the CC list
for the ticket (with the owner’s option of removing them).
RT mail commands don’t seem to be implemented in RT2 but it
would be nice to be able to correspond by email and also set
attributes of the ticket by commands within the email.
Automatic setting of initial priority based on identifation
of the requestor’s email address (to give priority to
customers with a maintenance contract). Automatic setting
of keywords would also be useful.
Automatic (intelligent) removal/truncation of email signatures.
In these days where people are using ever-increasing amounts
of personal info and legal disclaimers in sigs it clutters
a ticket history (as does excessive quoting also), so it would
be really good to supress it. However, it would not be good to
strip all sig info espacially on creation of the ticket.
This would need careful implementation.
Anyone had the same ideas? Anyone got any implementations of
these ideas, or should I start figuring out how to do it myself?
IPTV Technical Support Engineer
Tel +44 (0) 1223 518522
Pace Micro Technology, Cambridge, CB5 8PB