Greetings, I apologise if this has been asked a lot already, but I couldn't find anything pertinent in the archives. The obligatory newbie apologia is definitely in order.
I am rather perplexed as to what scrip and template strategies I can adopt to "normalise" the flow of e-mail associated with tickes, from a user perspective. I am assuming that both sequential (subsequent to the e-mail that initially opens the ticket) messages sent by the customer (requestors/watchers) to RT in connection with a ticket, and messages sent from the ticket (via Reply) to the requestors/watchers are to be treated as "correspondence" rather than comments. That leaves me with a few annoying issues arising principally from the fact that the template system doesn't provide a straightforward way (that I know of) to determine the direction of the message - inbound to the system, or outbound from it. The problems specifically are: 1. All subsequent replies from the ticket to the customer contain the same subject tag and subject, irrespectively of their being replies. The only way I can think of to solve this problem is by crafting some Perl for the Subject header in the template that regexes out what would otherwise become growing chains of "Re:"'s, but I wonder if there is a cleaner way to do it. I assume it's a problem that's already been solved by many others. 2. I really wish that the "From" header on correspondence received from the customer into the ticket and copied to AdminCcs and the ticket owner via e-mail notifications would contain not only their sending display name, but also their real sending email address. Instead, it is replaced by the CorrespondAddress, whether the default or overridden one. 3. Is there some way to disable that aspect of "correspondence" in which the sending customer gets a copy of their own message back each time? It shows that it's "From" them but has our support address as a source address, and just confuses matters. I don't want to treat these incoming messages as "comments" in rt-mailgate, and that wouldn't solve #2 anyway. Thanks in advance! -- Alex -- Alex Balashov - Principal Evariste Systems Web : http://www.evaristesys.com/ Tel : (+1) (678) 954-0670 Direct : (+1) (678) 954-0671 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
