Fran Fabrizio wrote:
We have a handful of users who like to send mail to our RT helpdesk and
at the same time CC: lots of other folks. RT does a great job of adding
the CC's to the ticket - but the problem is that users typically do a
Reply All to the original email, which send another email into the
helpdesk and opens a new ticket. Wash, rinse, repeat five times and
your ticket queue is clogged with a bunch of tickets on the same issue.
Is there a strategy that people have found works for them? I was
thinking of just rejecting emails sent to the helpdesk that have also
CC:ed someone else, but that doesn't seem very polite now does it? :-)
I may be dreaming but maybe a plugin or similar for RT exists such that
it would recognize an email as being part of the same email thread for
which a ticket was already created? Sounds too fancy but cool. Anyway,
other than better user brainwashing to not do this, are there some
strategies I might employ to help here?
i had the same issue,
i created a queue (very generic, [EMAIL PROTECTED]) and this queue will
bcc a host of humans,
so my rt (this queue only) acts like a mailing list (semi) and traps the
ticket as well and all correspondences.
i found it hard to train humans.
--
--
Chaim Rieger
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