[Forgive me farther for it has been almost 2 years since I last hated] They won't apparently trust their own engineers (who have root on our boxes anyway) to decide if the content of a ticket is okay for plain text email or not.
Thus we are allowed to choose between getting *everything* sent in the clear and we legally have to absolve Rackspace of any and all liability from any details getting into naughty hands. So that's not an option then. Or we can *never* have *any* details in the email, other than the ticket id. Which means you have to login to the slow and clunky my.rackspace "portal"... EVERY. DAMN. TIME. a ticket is issued/updated just to figure out if it's even slightly relevant. It is the sort of setup that is carefully engineered to make you ignore it entirely. See also overly verbose error logging. And they won't do the logical thing and provide a GPG encrypted solution. So I'm doing it myself - watch over ssl imap for emails (without any details), then login to my.rackspace, screen scrape the details and gpg encrypt & email them out again to me. http://github.com/minty/rackspace_tickets/ It is clunky in all the ways that screen-scraping normally is, it's not had a lot of testing yet, and there are plenty of features that could be added still. But I've not had to login to my.rackspace five times today already, which should allow me to focus more hate on my email toolchain in due course. Hateful (or otherwise) feedback welcomed from anyone else who has to deal with my.rackspace periodically.
