Well...ok. I'm not clear on a few things: - How do typos in the Subject: affect this? Typos mean extra tickets if it doesn't recognize the "magic string"; what else will they affect?
- I was being semi-facetious about "well-behaved", but your point is well taken. I guess I could just remember to forward every note they send me back to RT, but that's also error-prone. - What do you mean by "a more conventional use of RT"? ...phsiii -----Original Message----- From: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Wednesday, May 03, 2006 2:57 PM To: Phil Smith III; [email protected] Subject: Re: [rt-users] User autocreation At Wednesday 5/3/2006 02:17 PM, Phil Smith III wrote: >We don't think we dare enable auto-user creation due to spam issues. > >But the usual flow is like this: > >1) User emails [EMAIL PROTECTED] with an issue. >2) One of us creates an RT ticket, then replies, CCing RT, putting >the [ourdomain #nnn] in the Subject. >3) Occasionally a customer is well-behaved enough to do a REPLY ALL, >but that fails to update RT because the user isn't in RT. > >Is there an easy way (presumably a scrip) to say "Any user that's >ever been on a TO or CC list gets auto-added as an unprivileged user"? I can't think of one - this info is hidden away in transactions and it would seem costly to trawl through all transactions each time a reply came in. The whole flow described seems prone to mistakes - for example, I'll guess people occasionally make typos when putting [ourdomain #nnn] in the Subject. The issue of customers doing reply or reply all isn't a question of good behavior - why should the customer be expected to know what your workflow is and that you need them to "reply all"? A good spam filter and a more conventional use of RT might work out better - Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
