Hi Steve, At 09:44 AM 10/9/2007, Steve Walsh wrote:
(1) Our users submit a ticket via email when they want one of my IT team to turn on a vacation alert for them. RT automatically responds with an email that tells the submitter that a ticket has been created. So far so good. A problem arises when the user gets back from vacation and submits a ticket via email to turn off their vacation alert. RT responds again only this time the vacation autoresponder kicks in and replies to RT. This begins a email/ticket creation loop which if left unchecked by my team or myself will end up generating tons of useless tickets. Has anyone else run into this problem? and if so, how did you solve it?
Haven't seen this problem yet, but if it did then I'd use a global OnCreate scrip to see whether e-mail is from the vacation program. If it is, delete the ticket and do nothing.
Regards, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University
_______________________________________________ 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
