On Wed, May 25, 2011 at 1:25 AM, Albert Shih <albert.s...@obspm.fr> wrote: > Le 25/05/2011 à 01:20:30+0400, Ruslan Zakirov a écrit > Hi, > >> >> Here is an idea to consider. Trick MTAs into suppressing recipients in > > Wouah...that's nuclar-bomb solution ;-) I'm not sure I'm ready for this > kind of solution ;-)
Yep, it's radical. Smart usage of "In-Reply-To" and "References" headers to tie incoming message to a ticket is less painful and safer. >> case RT gets email. May be at the end it would be trickier than just >> that. It might work and help with users who send emails via inhouse >> servers. > > event in this case how can I tell RT to add the other recipients to the CC(in > RT meaning ? ). Option called ParseNewMessagesForTicketCcs (or something very close). Wiki has info on extending functionality to work on follow up messages (replies and comments). >> >> Actually, if their RT Queue is set up to send notifications to the Cc's, >> >> then >> >> the second email WILL include the ticket number and a comment that a >> >> ticket has >> >> been created. THAT template should include a comment for the Cc's to NOT >> >> use >> >> Reply all on the former email or to only reply to the RT email. I know it >> >> is >> >> not foolproof, after all, how many users actually READ their email, but it >> >> works for us about 95% of the time. > > Best regards. > > JAS > -- > Albert SHIH > DIO batiment 15 > Observatoire de Paris Meudon > 5 Place Jules Janssen > 92195 Meudon Cedex > Téléphone : 01 45 07 76 26/06 86 69 95 71 > Heure local/Local time: > mar 24 mai 2011 23:23:27 CEST > -- Best regards, Ruslan.