On Sep 13, 2005, at 17:19, Travis Roy wrote:
The way the system is setup support emails go to each tech, and to the
ticketing system. The boss (and others in my group) are replying to
the emails sent to them, not through the ticketing system. This is
causing a problem.
I can not get him to change his behavior so I must find another
solution. They don't want to kill the forwards to each of us in case
the ticketing system goes down (silly, considering the Ipswitch Imail
server has gone down at least 40 times since the ticketing system was
put in place, and the ticketing system has never gone down)
So, you want a ticketing system that knows that an e-mail that wasn't
sent through it, where the essential identifying information has been
changed, is part of a particular ticket? Maybe I missed something.
You need to point your support@ address to a pipe through the ticket
system and distribute the e-mails through [RT,whatever else] so it can
be tagged with a UID.
If the boss is so paranoid, keep a copy of each message stashed in a
maildir before it hits RT and have an extra /etc/aliases ready to go in
case of disaster to distribute e-mails. But I know businesses that
live and breathe RT and I've done some performance optimization for
them, and the thing just doesn't go down.
Keep good backups, sure, but it's apache, postfix, stateless processing
(backup your database "just in case") - this is proven stuff.
-Bill
-----
Bill McGonigle, Owner Work: 603.448.4440
BFC Computing, LLC Home: 603.448.1668
[EMAIL PROTECTED] Mobile: 603.252.2606
http://www.bfccomputing.com/ Pager: 603.442.1833
Jabber: [EMAIL PROTECTED] Text: [EMAIL PROTECTED]
RSS: http://blog.bfccomputing.com/rss
_______________________________________________
gnhlug-discuss mailing list
[email protected]
http://mail.gnhlug.org/mailman/listinfo/gnhlug-discuss
