> > On Mon 5.Jan'09 at 15:10:25 +0200, Razvan Cosma wrote: > > Hello, > > I'm trying to figure out the best way to deal with a common issue we > have > > when multiple recipients are specified for a message. If a customer > sends > > a message to our ticket system with a dozen other persons in to: > and/or > > cc:, it will be stored correctly, but > > 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? > > The problem is that it's relatively hard to do this _right_. Most of the > ways one could do this would result in RT accidentally aggregating all > sorts of unrelated messages. In particular, there's a user behaviour > that makes this work _really_ poorly: > > 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. > > How about if this other header (such as In-Reply-To:) matches *AND* the subject (minus prefixes) match, then route the reply into an existing ticket? So:
If subject contains proper tags route it according to the tags else if In-Reply-To: matches an existing ticket AND the subjects match (minus prefixes like RE: or FWD:) route it according to what's found else create new ticket I'm guessing that metadata (in-reply-to) is not in its own field and indexed -- which is probably necessary. Then the matching logic above needs to be written. I also don't know what the best choice would be for header-based matching (is In-Reply-To: the best choice?) -- that might need some research, too. -=| Ben
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