RT behavior when CCs are present in a ticket

Hi all,
I have received a few complaints from users about a feature of RT.
After a little experimenting, I find that those complaints are partially
reasonable, so I want to share them with you and get some feedback.

When RT receives an email that is bound to an already existing ticket,
it notifies everyone in that ticket (requestor, CCs…). So far
everything is good.

Now picture this situation: Bill wants to send an email to Tom, CCing
John and Jenny and RT (because he wants this conversation to remain
recorded in the ticket’s history). The mail is linked to an already
existing ticket (i.e. the subject contains the magical tag). Bill is not
the ticket’s original requestor.

Here comes the “problem”: Tom, John and Jenny will receive one email
from Bill and another identical mail from RT. Even Bill will receive his
email back from RT. Even worse, all this emails will look like it was
the ticket owner who sent them.

I think RT is being overzealous here: since RT already parses the email
header looking for CCs, it should know that those messages are not
useful, since those persons are already receiving the original email. So
it should only notify people who are CCs for the ticket but are NOT
included in the email sent from Bill.

What do you think?

Bye
Cris

p.s. This is happening on our production RT, which is still at 3.8.10. I
don’t know if RT 4 changed something in this respect.

Hi all,
I have received a few complaints from users about a feature of RT.
After a little experimenting, I find that those complaints are partially
reasonable, so I want to share them with you and get some feedback.

When RT receives an email that is bound to an already existing ticket,
it notifies everyone in that ticket (requestor, CCs…). So far
everything is good.

Now picture this situation: Bill wants to send an email to Tom, CCing
John and Jenny and RT (because he wants this conversation to remain
recorded in the ticket’s history). The mail is linked to an already
existing ticket (i.e. the subject contains the magical tag). Bill is not
the ticket’s original requestor.

Here comes the “problem”: Tom, John and Jenny will receive one email
from Bill and another identical mail from RT. Even Bill will receive his
email back from RT. Even worse, all this emails will look like it was
the ticket owner who sent them.

I think RT is being overzealous here: since RT already parses the email
header looking for CCs, it should know that those messages are not
useful, since those persons are already receiving the original email. So
it should only notify people who are CCs for the ticket but are NOT
included in the email sent from Bill.

What do you think?

Bye
Cris

p.s. This is happening on our production RT, which is still at 3.8.10. I
don’t know if RT 4 changed something in this respect.

Hi Chris,

RT’s basic premise is that it is the issue management system and handles
notifications and updates. If out-of-band additional CC’s are done, they
will get the CC and the RT update. That being said, you can add these
checks yourself to the scrips that send the “extra” Email to not send
them in this case. If you do, please put them on the wiki since that seems
like useful functionality. Having worked with people using the same
workflow, it resulted in RT missing updates should the updater “forget”
to reply to RT resulting in missing history. They did much better when
all they remembered was to just reply to the RT message only and it would
handle the needed additional notifications.

Regards,
Ken

Hi Ken!

----------------- Messaggio originale -----------------
Da: ktm@rice.edu ktm@rice.edu
Inviato: Thu May 30 2013 14:56:22 GMT+0200 (CEST)
A: Guadagnino Cristiano guadagnino.cristiano@creval.it
Oggetto: Re: [rt-users] RT behavior when CCs are present in a ticket

Hi Chris,

RT’s basic premise is that it is the issue management system and handles
notifications and updates. If out-of-band additional CC’s are done, they
will get the CC and the RT update. That being said, you can add these
checks yourself to the scrips that send the “extra” Email to not send
them in this case. If you do, please put them on the wiki since that seems
like useful functionality. Having worked with people using the same
workflow, it resulted in RT missing updates should the updater “forget”
to reply to RT resulting in missing history. They did much better when
all they remembered was to just reply to the RT message only and it would
handle the needed additional notifications.

Regards,
Ken

Ken, you’re absolutely right. What you describe is exactly the type of
workflow I’ve always been using (and suggesting): just reply to RT and
let it take care of the rest.

Indeed, at first I was surprised by the complaint.

But then I realized that the described behavior is quite common when
you’re dealing with someone who doesn’t know about RT at all.

Perhaps I oversimplified the example, let’s rework it this way: Bill
sends an email to another user (originally not in the ticket CCs) and to
RT to keep the history updated. The other user knows nothing about a
ticketing system being in place. When this user replies, he hits “reply
all” just to be sure. Now Bill receives two emails (one from the user
and one from RT), and the external user receives his email back from RT.

On the other hand, if the external user does not hit “reply all” but
only replies to Bill, this reply won’t be recorded into the ticket’s
history.

I think (and you seem to agree) that the kind of behavior I suggested
implementing would be a gain for everyone.

I’ll see if I can code it in a scrip, given my less-than-stellar perl
abilities.

Thank you!
Bye
Cris