Would a check like "if Subject: line is the same as an existing ticket and the requestor of that is in To: or Cc: then ignore in-reply-to and consider the message as a comment on" work?
On Mon, Jan 5, 2009 at 4:06 PM, Jesse Vincent <[email protected]>wrote: > > On Mon 5.Jan'09 at 15:10:25 +0200, Razvan Cosma wrote: > > 1. If any of the other recipients replies to the initial message, > keeping > > RT in Cc: a new ticket will be created, with him/her as requestor. Is > it > > possible for RT to detect such replies and store them as part of the > same > > issue? > > Users frequently craft new messages by clicking "reply" or "reply all" > and blanking out the subject and body. In at least one of the most > common mail clients (outlook), this means you end up with a message that > has the In-Reply-To: header but isn't actually a reply. > > Coping with both sides of this would require some engineering work, > though I do have a design for a system that would make you happy. It's a > fair bit of work, though. > >
_______________________________________________ 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
