Surely this is something a lot of you deal with...
User sends our support queue an email, and cc:'s her supervisor so he gets
added as a CC.
Ticket is created, all's well.
Supervisor replies to the original (non-rt-generated) message he was cc:ed
on, leaving our support queue in the
Jason,
There are many ways to deal with this and they depend upon your internal
practices for issue management.
The way you describe a possible solution is very close to the way people are
already auto-closing Nagios tickets. It's definitely worth a look to see the
effort to modify that code
