Hi Albert,
I thought up a way you could stop some of the chaos that occurs... but this
involves a shift in how tickets are created.
Form based ticket submission and a hidden RT ticket creation email address -
have a seperate email address that actually creates tickets and only allow a
form email
Albert,
I modified the ParseNewMessagesForTicketCcs code into a scrip that could
be applied on a Queue-by-Querue basis. It adds any Cc on any intitial and
subsequent correspondence to the Ticket Cc list. If you're think that
would be usefull to you, I'll pass it on to you.
Kenn
LBNL
On Tue, May
Le 17/05/2011 à 09:38:14-0400, Mike Johnson a écrit
Albert is actually referring to the email that creates the ticket.
Sorry for my long silence (vacations ;-) )
John Doe types up an email...
To: rt
Cc: myboss, hisboss, cio, cao, cfo, grandma, grandpa, thedogdownthestreet
Subject:
Le 17/05/2011 à 10:05:49-0700, Kenneth Crocker a écrit
Mike,
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
Hi,
Here is an idea to consider. Trick MTAs into suppressing recipients in
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.
On Wed, May 25, 2011 at 1:08 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 ;-)
case RT gets email. May be at the end it would be trickier than
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
Albert is actually referring to the email that creates the ticket.
John Doe types up an email...
To: rt
Cc: myboss, hisboss, cio, cao, cfo, grandma, grandpa, thedogdownthestreet
Subject: my computer is broken
Body: yup it's broken
myboss receives 1 or more emails(depending on your scrip setup)
Mike,
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
Hello,
I recall somebody posted a patch for RT to use references in email to
track ticket ids. It was a while ago back at 3.{0,2,4} times. Look at:
http://requesttracker.wikia.com/wiki/InReplyToParsing
Hi all.
I would like to known how you manage your ticket when some user send a
message to
our-rt-alias
and put in
cc: lot of users.
so when the «lot of users» answer the first mail (not the second one) rt
create lots of tickets (each answer).
Regards.
--
Albert SHIH
DIO
Albert,
We put instructions in our template that says to NOT use Reply All because
RT will take care of all other correspondence.
Another way would be to make sure the ticket number is in the subject line.
If there is a reference to the ticket number in the subject line [ie.
Subject: Request
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