Problem with multple new tickets on same subject

Hi,

I am not sure if there is any solution to this. I have been digging
everywhere for information but no solution to it so far.

I am currently using RT 4.0.10. Customer creates ticket via email. Below is
the scenario:

Customer A and Customer B are colleagues.

Customer A emails to the RT’s email and include Customer B in the loop.

RT create new ticket and send auto reply email to Customer A with Ticket ID

Customer B “reply all” on the original email sent by Customer A thus
creating another ticket on RT.

Is there a way to recognize the subject text instead when there is no ticket
ID present?

Thanks & Regards,

Freddie Quah

450_V2-Springworks

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Freddy,

Instruct your users that RT takes care of “CC’s” and that they do NOT need
to do a “Reply All”. A simple “Reply” will do. I have put that comment into
many templates.

KennOn Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] < freddie.quah@springworks.com.my> wrote:

Hi,****


I am not sure if there is any solution to this. I have been digging
everywhere for information but no solution to it so far.****


I am currently using RT 4.0.10. Customer creates ticket via email. Below
is the scenario:****


Customer A and Customer B are colleagues. ****

Customer A emails to the RT’s email and include Customer B in the loop.***
*

RT create new ticket and send auto reply email to Customer A with Ticket ID


Customer B ”reply all” on the original email sent by Customer A thus
creating another ticket on RT.****


Is there a way to recognize the subject text instead when there is no
ticket ID present?****



Thanks & Regards,****

Freddie Quah


[image: 450_V2-Springworks]****

      ****

CONFIDENTIALITY CAUTION: *
This message is intended only for the use of the individual or entity to
whom it is addressed and may contain information that is privileged and
confidential. If you, the reader of this message, are not the intended
recipient, you should not disseminate, distribute or copy this
communication. If you have received this communication in error, please
notify us immediately by return email and delete the original message.
Thank you.
***


[image: cid:image001.png@01CCA2BB.CF75F520]* Please consider the
environment before printing this e-mail
***


If your looking into merging tickets based on the subject, then you might
want to take a look at the Nagios plugin.

It basically does this, but then for nagios alerts.

The code isn’t too complicated, so maybe you can modify it to simply merge
tickets with the same subject (and do no more/less).2013/4/13 Kenneth Crocker kenn.crocker@gmail.com

Freddy,

Instruct your users that RT takes care of “CC’s” and that they do NOT need
to do a “Reply All”. A simple “Reply” will do. I have put that comment into
many templates.

Kenn

On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] < freddie.quah@springworks.com.my> wrote:

Hi,****


I am not sure if there is any solution to this. I have been digging
everywhere for information but no solution to it so far.****


I am currently using RT 4.0.10. Customer creates ticket via email. Below
is the scenario:****


Customer A and Customer B are colleagues. ****

Customer A emails to the RT’s email and include Customer B in the loop.**
**

RT create new ticket and send auto reply email to Customer A with Ticket
ID****

Customer B ”reply all” on the original email sent by Customer A thus
creating another ticket on RT.****


Is there a way to recognize the subject text instead when there is no
ticket ID present?****



Thanks & Regards,****

Freddie Quah


[image: 450_V2-Springworks]****

      ****

CONFIDENTIALITY CAUTION: *
This message is intended only for the use of the individual or entity to
whom it is addressed and may contain information that is privileged and
confidential. If you, the reader of this message, are not the intended
recipient, you should not disseminate, distribute or copy this
communication. If you have received this communication in error, please
notify us immediately by return email and delete the original message.
Thank you.
***


[image: cid:image001.png@01CCA2BB.CF75F520]* Please consider the
environment before printing this e-mail
***


Bart G.

Hi,

Thanks Kenneth and Bart. I will look into this options and try it out which
works best.

Thanks & Regards,

Freddie QuahFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Bart
Sent: Sunday, 14 April, 2013 9:25 PM
To: RT User List
Subject: Re: [rt-users] Problem with multple new tickets on same subject

If your looking into merging tickets based on the subject, then you might
want to take a look at the Nagios plugin.

It basically does this, but then for nagios alerts.

The code isn’t too complicated, so maybe you can modify it to simply merge
tickets with the same subject (and do no more/less).

I am not sure if there is any solution to this. I have been digging
everywhere for information but I couldn’t find any solution.

I am currently using RT 4 as the ticketing system in my company. Below is
the scenario:

Colleague A emails to the RT’s email and include Colleague B in the loop as
Cc.

RT create new ticket (#1 New Test Ticket) and send auto reply email
to Colleague A with Ticket ID.

Colleague B ”reply all” on the original email sent by Colleague A thus
creating another ticket on RT (#2 RE: New Test Ticket).

Is there a way to recognize the subject text instead of the ticket ID to
avoid the creation of a new ticket? The ideal situation would be to add B
email to the same ticket of A email instead of creating a new ticket. At
the moment I am doing manually, I go to RT interface and link ticket #2 to
ticket #1.

I would be very grateful if someone could help.

Thanks a lot,

Maria

I am not sure if there is any solution to this. I have been digging
everywhere for information but I couldn’t find any solution.

I am currently using RT 4 as the ticketing system in my company. Below is
the scenario:

Colleague A emails to the RT’s email and include Colleague B in the loop as
Cc.

RT create new ticket (#1 New Test Ticket) and send auto reply email
to Colleague A with Ticket ID.

Colleague B ”reply all” on the original email sent by Colleague A thus
creating another ticket on RT (#2 RE: New Test Ticket).

Is there a way to recognize the subject text instead of the ticket ID to
avoid the creation of a new ticket? The ideal situation would be to add B
email to the same ticket of A email instead of creating a new ticket. At
the moment I am doing manually, I go to RT interface and link ticket #2 to
ticket #1.

I would be very grateful if someone could help.

Thanks a lot,

Maria

Hi Maria,

You may want to take a look at this set of patches:

http://code.google.com/p/rt-references/

We use something very similar in-house.

Regards,
Ken

Has anyone from best practical considered integrating these patches in the
source? (seems quite harmless from where I stand)

Would one just fork the github repo and submit a pull request from there?

Thanks,
Jok
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |On 5/9/13 10:23 AM, "ktm@rice.edu" ktm@rice.edu wrote:

On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote:

I am not sure if there is any solution to this. I have been digging
everywhere for information but I couldn’t find any solution.

I am currently using RT 4 as the ticketing system in my company. Below
is
the scenario:

Colleague A emails to the RT¹s email and include Colleague B in the
loop as
Cc.

RT create new ticket (#1 New Test Ticket) and send auto reply email
to Colleague A with Ticket ID.

Colleague B ²reply all² on the original email sent by Colleague A thus
creating another ticket on RT (#2 RE: New Test Ticket).

Is there a way to recognize the subject text instead of the ticket ID to
avoid the creation of a new ticket? The ideal situation would be to add
B
email to the same ticket of A email instead of creating a new ticket. At
the moment I am doing manually, I go to RT interface and link ticket #2
to
ticket #1.

I would be very grateful if someone could help.

Thanks a lot,

Maria

Hi Maria,

You may want to take a look at this set of patches:

http://code.google.com/p/rt-references/

We use something very similar in-house.

Regards,
Ken


RT Training in Seattle, June 19-20: http://bestpractical.com/training

I am not sure if there is any solution to this. I have been digging
everywhere for information but I couldn’t find any solution.

I am currently using RT 4 as the ticketing system in my company. Below is
the scenario:

Colleague A emails to the RT’s email and include Colleague B in the loop
as Cc.

RT create new ticket (#1 New Test Ticket) and send auto reply email
to Colleague A with Ticket ID.

Colleague B ”reply all” on the original email sent by Colleague A thus
creating another ticket on RT (#2 RE: New Test Ticket).

Is there a way to recognize the subject text instead of the ticket ID to
avoid the creation of a new ticket? The ideal situation would be to add B
email to the same ticket of A email instead of creating a new ticket. At
the moment I am doing manually, I go to RT interface and link ticket #2 to
ticket #1.

I would be very grateful if someone could help.

Besides Ken’s suggestion you may want to enable
ParseNewMessagesForTicketCcs and train your users not to use "reply all"
and always reply to RT’s messages.

Other solution is to use CommandByMail and teach users to add Ccs using
commands instead of Ccs in mail client. Using this way people don’t get
mails from people, but from RT only.

Also, you can setup wider notifications when tickets are created, for
example "On create notify group X with template ‘New Ticket’ ". This
template may contain link to make recipient Cc watcher.

Otherwise it is almost impossible to fix keeping the way your users use RT.

Thanks a lot,

Maria

Best regards, Ruslan.

Has anyone from best practical considered integrating these patches in the
source? (seems quite harmless from where I stand)

Would one just fork the github repo and submit a pull request from there?

This suggestion comes up once in a while, and there’s been lengthy
discussion about it in the past on rt-users. There are good reasons not
to use References: or subject matching heuristics all the time; it boils
down to common use cases which easily generate false positives
(associating email with an existing ticket instead of creating a new
one). False positives are potentially much worse from a
privacy/security/information leak standpoint than false negatives.
Probably it should be configurable for sites which accept the pitfalls
of using References:.

It’s too late to consider for RT 4.2, but maybe 4.4.

Has anyone from best practical considered integrating these patches in
the
source? (seems quite harmless from where I stand)

Would one just fork the github repo and submit a pull request from there?

This suggestion comes up once in a while, and there’s been lengthy
discussion about it in the past on rt-users. There are good reasons not
to use References: or subject matching heuristics all the time; it boils
down to common use cases which easily generate false positives
(associating email with an existing ticket instead of creating a new
one). False positives are potentially much worse from a
privacy/security/information leak standpoint than false negatives.
Probably it should be configurable for sites which accept the pitfalls
of using References:.

It’s too late to consider for RT 4.2, but maybe 4.4.

With new API, that is showed off in RepliesToResolved [1], it is very easy
to write this functionality as very clean and portable extension. Such
extension will work without patches with 4.0.8+ and most probably 4.2. With
small patches mentioned in the extension this will work in 4.0.0+.

I think extension instead of patches is good way to move forward rather
then try to push it into 4.2 core.

[1]
http://search.cpan.org/~falcone/RT-Extension-RepliesToResolved-0.02/lib/RT/Extension/RepliesToResolved.pm


RT Training in Seattle, June 19-20: http://bestpractical.com/training

Best regards, Ruslan.

I am not sure if there is any solution to this. I have been digging
everywhere for information but I couldn’t find any solution.

I am currently using RT 4 as the ticketing system in my company. Below is
the scenario:

Colleague A emails to the RT’s email and include Colleague B in the loop
as
Cc.

RT create new ticket (#1 New Test Ticket) and send auto reply email
to Colleague A with Ticket ID.

Colleague B ”reply all” on the original email sent by Colleague A thus
creating another ticket on RT (#2 RE: New Test Ticket).

Is there a way to recognize the subject text instead of the ticket ID to
avoid the creation of a new ticket? The ideal situation would be to add B
email to the same ticket of A email instead of creating a new ticket. At
the moment I am doing manually, I go to RT interface and link ticket #2
to
ticket #1.

I would be very grateful if someone could help.

Thanks a lot,

Maria

Hi Maria,

You may want to take a look at this set of patches:

http://code.google.com/p/rt-references/

We use something very similar in-house.

Can you show what you did different ? I am looking into this code and
planning to test it out.

Regards,
Ken


RT Training in Seattle, June 19-20: http://bestpractical.com/training

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

I am not sure if there is any solution to this. I have been digging
everywhere for information but I couldn’t find any solution.

I am currently using RT 4 as the ticketing system in my company. Below is
the scenario:

Colleague A emails to the RT’s email and include Colleague B in the loop
as
Cc.

RT create new ticket (#1 New Test Ticket) and send auto reply email
to Colleague A with Ticket ID.

Colleague B ”reply all” on the original email sent by Colleague A thus
creating another ticket on RT (#2 RE: New Test Ticket).

Is there a way to recognize the subject text instead of the ticket ID to
avoid the creation of a new ticket? The ideal situation would be to add B
email to the same ticket of A email instead of creating a new ticket. At
the moment I am doing manually, I go to RT interface and link ticket #2
to
ticket #1.

I would be very grateful if someone could help.

Thanks a lot,

Maria

Hi Maria,

You may want to take a look at this set of patches:

http://code.google.com/p/rt-references/

We use something very similar in-house.

Can you show what you did different ? I am looking into this code and
planning to test it out.

Our old code only handles the In-Reply-To: header and does not look for
the References: header and uses a direct SQL query to look up the message
ids, yuck. The code at the link above uses the more standard API’s. If you
only want to use the In-Reply-To: headers, just delete/comment out the
sections for References:.

Regards,
Ken

We had the same problem and opted to train our users to NOT use “Reply
All” and then we put that instruction in ALL our templates at the top.

KennSent: 5/28/2013 8:34 AM
To: Asif Iqbal
Cc: rt-users Users
Subject: Re: [rt-users] Problem with multple new tickets on same subject

I am not sure if there is any solution to this. I have been digging
everywhere for information but I couldn’t find any solution.

I am currently using RT 4 as the ticketing system in my company. Below is
the scenario:

Colleague A emails to the RT’s email and include Colleague B in the loop
as
Cc.

RT create new ticket (#1 New Test Ticket) and send auto reply email
to Colleague A with Ticket ID.

Colleague B ”reply all” on the original email sent by Colleague A thus
creating another ticket on RT (#2 RE: New Test Ticket).

Is there a way to recognize the subject text instead of the ticket ID to
avoid the creation of a new ticket? The ideal situation would be to add B
email to the same ticket of A email instead of creating a new ticket. At
the moment I am doing manually, I go to RT interface and link ticket #2
to
ticket #1.

I would be very grateful if someone could help.

Thanks a lot,

Maria

Hi Maria,

You may want to take a look at this set of patches:

http://code.google.com/p/rt-references/

We use something very similar in-house.

Can you show what you did different ? I am looking into this code and
planning to test it out.

Our old code only handles the In-Reply-To: header and does not look for
the References: header and uses a direct SQL query to look up the message
ids, yuck. The code at the link above uses the more standard API’s. If you
only want to use the In-Reply-To: headers, just delete/comment out the
sections for References:.

Regards,
Ken

RT Training in Seattle, June 19-20: http://bestpractical.com/training

We had the same problem and opted to train our users to NOT use “Reply
All” and then we put that instruction in ALL our templates at the top.

We have very little faith in our users. They are very good at ignoring
instructions.

I am curious what kind of wording you put in your template which you suggest
to be working.

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

We had the same problem and opted to train our users to NOT use “Reply
All” and then we put that instruction in ALL our templates at the top.

We have very little faith in our users. They are very good at ignoring
instructions.

I am curious what kind of wording you put in your template which you suggest
to be working.

In our case, we tried the discouraging the use of “Reply All” but kept
running into workflows where it was needed unless the entire workflow
was redesigned. After the 2nd reasonable case, we opt-ed for the
programatic solution and everyone is satisfied with it.

Regards,
Ken

Setting up response emails to match the workflows is key. You have to
keep the global responses to a minimum and develop based on the
workflow design for each step/queue in the workflow process.

KennSent: 5/28/2013 10:42 AM
To: Asif Iqbal
Cc: Kenneth Crocker; rt-users Users
Subject: Re: [rt-users] Problem with multple new tickets on same subject

We had the same problem and opted to train our users to NOT use “Reply
All” and then we put that instruction in ALL our templates at the top.

We have very little faith in our users. They are very good at ignoring
instructions.

I am curious what kind of wording you put in your template which you suggest
to be working.

In our case, we tried the discouraging the use of “Reply All” but kept
running into workflows where it was needed unless the entire workflow
was redesigned. After the 2nd reasonable case, we opt-ed for the
programatic solution and everyone is satisfied with it.

Regards,
Ken

Dear All,

Is there a way to allow a creation of a ticket on RT via email with onother ticket number on subject ?