On 11/2/07, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote: > Recently I deployed RT in my organization. The users will primarily submit > tickets via email. User "Tom" submits a ticket via email. In that email he > CC's "Matt". If Matt reply-all to the email the RT system will create a new > ticket with the reply and the requester set as Matt. > > I'm not sure how to handle this, if Matt waits to get the RT confirmation > email all will be fine, but typically he won't wait and just fires out an > email. > > Any suggestions? Either a technical solution, or suggestion on how to teach > the users how to work with RT. >
Teach your users not to mail RT and Cc others. If they need to Cc someone that RT cannot be configure to Cc for them, then have them Bcc RT. Maybe RT could refuse to create the ticket if there is "Re:" in the subject line... -Todd _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
