At Wednesday 5/3/2006 03:44 PM, Phil Smith III wrote:
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 just meant what you describe - typos will mean that replies don't
get appended to the correct ticket, they will generate new tickets.
- 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"?
Hello Phil,
I was thinking that the [EMAIL PROTECTED] address would be a feed
into RT and that autocreation would be turned on (assuming you solve
the spam problem outside of RT). The scrips would take care of
notifying your staff and directing mail to the customer. Then, any
reply would automatically come back to RT and be added to the right ticket.
It sounds like you're using your email list as the primary means of
communication, and that RT is just a back-end archive. Trouble is,
it's impossible to ensure that all the email correspondence gets into
RT attached to the right ticket. I'm even wondering if using RT is
overkill in this situation - perhaps an archive of mail sent to your
email list would work as well?
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
