On 16 March 2012 07:14, Mark Goodge <[email protected]> wrote: > On 16/03/2012 01:23, Francis Irving wrote: >> >> On Thu, Mar 15, 2012 at 09:43:58AM -0700, Julian Todd wrote: >>> >>> It's simple: Just put the title of the request and the unique >>> identifier number you're using for the email address into the subject. >>> And then verify against it and override the email address id number >>> in cases where they were both issued for the same authority. >> >> >> Looking at some of the emails Paul has received in the admin >> interface, they often have subjects that have been reentered from >> scratch by the council, usually inserting their own reference. >> >> e.g. "Request for Information Ref:P0008478" > > > Yes; any automated system which relies on the subject line being preserved > will always be unreliable. > > Part of the difficulty is that WDTK is used to contact authorities of all > sizes, from small organisations who get maybe one FOI request a year (if > that) and deal with it just as a normal email to large ministerial > departments which get hundreds (or more) a week and have a dedicated > ticketing system in place to handle them. So a one size fits all approach > isn't going to work, and it's entirely unrealistic to expect all authorities > to amend their own workflow in order to suit WDTK. > > Personally, I think that the current system of a unique reply address per > request is most likely to give the right result more of the time (certainly > more often than relying on the subject line). The cases where it doesn't are > best addressed, IMO, by giving users the ability to move move responses > themselves when they're misdirected rather than having to email WDTK > volunteers to get it done. And maybe a bit of user education as well, > possibly by including a line in the actual request which says "Please send > all replies to this request to [email protected]" rather than > relying on the authority using the "reply" button.
FYI, every outgoing email already says "Please use this email address for all replies to this request: [email protected]" at the bottom. Other ideas for user education welcome :) Seb _______________________________________________ developers-public mailing list [email protected] https://secure.mysociety.org/admin/lists/mailman/listinfo/developers-public Unsubscribe: https://secure.mysociety.org/admin/lists/mailman/options/developers-public/archive%40mail-archive.com
