Stephan,
Initially, I felt as you do. Geez, if I put the wrong address on a
letter to someone, they won't get it. However, the concept of "return to
sender - address unknown" (actually there was a song about this) is a
user-friendly one. Especially if the ticket has moved, it would be nice
to get a note back from RT telling me that the ticket isn't at that
address. At least I know and can initiate a query on it instead of the
correspondence ending up on the wrong ticket and me not knowing.
Kenn
LBNL
Stephen Turner wrote:
At Monday 9/18/2006 03:01 PM, Kenneth Crocker wrote:
To all,
I have a user that sent an E_mail to another user and referred
to an RT Ticket and address. The ticket he entered existed (resolved,
in fact) in a different Queue than the address he entered with the
ticket. Consequently, the correspondence was received by the user, but
RT placed said correspondence with the ticket he typed, not the Queue.
I figured that was reasonable, since all attachments hang onto the
ticket object by design. The user said that RT should have caught the
error and refused to update the ticket due to the fact the ticket
wasn't in the address he entered. My question is this, is there
someway to configure RT to reject the correspondence update due to the
fact that the ticket number entered was NOT in the RT address also
entered? If anyone has done this, please send me some instructions on
how. Is this an option I missed in RT Essentials? Does anyone think it
is a good candidate as a correspondence update option? Thanks.
Kenn
Hello Kenn,
I think your first instinct -- "I figured that was reasonable" -- was
correct! What about the poor user who just wants to send mail to an
existing ticket that, unbeknownst to him, has moved to another queue?
He'd have to get a message saying "sorry we've moved your ticket, you
now have to send replies to this new address", and he'd have to resubmit
his message. And if in the meantime, the queue had been changed again,
he'd get another refusal message and have to resubmit again.
I think you really, really want to give your customers a consistent
reference point for their tickets, and that has to be the ticket number.
Steve
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