Front-ending the list with my ticketing system is a thought. By raising this point, though, you've helped me figure out I had some kind of assumed requirement/interest about transparency that I would lose by going that route. Still a possibility. Thanks.
Matt On Mon, Jun 4, 2012 at 4:32 PM, Smith, David <[email protected]> wrote: > I’ve seen several ticketing systems that do more-or-less that, usually > with just Subject: munging. The initial email, before being distributed to > the list, gets something like [Ticket 12345] prepended or appended to the > subject, and usually an automatic header/footer warning users to leave the > ticket tag intact.**** > > ** ** > > You certainly could track Message-ID and References headers, and would > probably get a slightly cleaner result, but it seems like a lot of extra > work for relatively little extra benefit.**** > > ** ** > > (You could also, if beneficial, tie this into whatever back-end database > you might have, so that the emails double as a ticket log.)**** > > ** ** > > David Smith**** > > ** ** > > ** ** > > *From:* [email protected] [mailto:[email protected]] > *On Behalf Of *Matt Disney > *Sent:* Monday, June 04, 2012 3:22 PM > *To:* [email protected] > *Subject:* [lopsa-tech] Email list to request ticket**** > > ** ** > > I have an email list that is mainly used for reporting issues. I want to > automatically create tickets from emails to that list. However, that list > also serves as a discussion list in some cases. So forwarding all messages > to the list into my ticket system would mean that the discussion and > replies would result in a fair number of bogus tickets. > > Although I think the clear answer is to break up the email list into a > couple of separate lists (i.e., one for discussion and one for issue > reporting), that doesn't seem like a good solution in this case due to the > email list itself acting as an internal brand that would be hard to > reproduce with new lists. > > Anybody have good ideas on this? > > I have an idea but I suspect it is absurd over-engineering: > > First I would add the ticket system email address to the email list in > question. At this state, every message to that list would generate a ticket. > > Then I would add an email gateway program/script in front of the ticket > system email address that would act as a conditional stateful filter. That > program would receive the message, check the References and In-Reply-To > headers against a list of previously seen Message-IDs. If there is a match > against a previously seen Message-ID, the message is dropped. If there is > no match, then the program adds this current Message-ID to the list and > allows the message to pass through to the ticket system. > > At this point, hopefully I would get all new messages to the email list > entered as a new ticket. But none of the replies to the email list. So I'm > left with still having to resolve a small number of first messages in > discussion threads, but overall that isn't so bad. I'm willing to accept > that level of maintenance for the overall automation. > > That's a silly idea, right? > > Matt**** >
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