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 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.
Kenn LBNL On Tue, May 17, 2011 at 6:38 AM, Mike Johnson <[email protected]> wrote: > 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) > > The one Albert is saying he gets replies from is > > From:John Doe > To: rt > Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet > Subject: My computer is broken > > > myboss hits "reply-all" on this email... this creates a new ticket in RT. > There is no way for RT to know that the email from John Doe, and the follow > email from myboss are actually all in 1 ticket. > > Now... think down the road, say myboss's reply-all is to hisboss, and > hisboss hits reply-all to myboss and asks the cio,cao, AND cfo a question > each... and they reply-all to that email. > > All this communication is being sent to rt, as emails without any > [rt#number] in the subject... and each email creates a new duplicate ticket > that all needs to be merged in the end... > > My above example will create 7 tickets... each with 1 correspondence > transaction that should all be in 1 ticket.... a nightmare to manage... > > The only thing my brain can think of besides education of the users... > repeatedly(and that still doesn't work that well), would be to have some > sort of scrip that looks at subject lines and original recipent lists and > does an auto-merge... that would be one crazy scrip and if anyone writes > a working one let me know! > > Sorry I couldn't be of any help Albert... > > Mike. > > On Mon, May 16, 2011 at 12:27 PM, Kenneth Crocker <[email protected]>wrote: > >> 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 Titled: "{$Ticket->Subject}" has been created], then RT >> puts the correspondence with that ticket and doesn't create a new one. If RT >> doesn't have a ticket number to refer to, it creates a new one. So ..... if >> they hit "Reply All" and there* is a reference *to the ticket number >> (url+ticket) in the subject line, RT will NOT create a new ticket. >> >> Hope this helps. >> >> Kenn >> LBNL >> >> >> On Mon, May 16, 2011 at 2:46 AM, Albert Shih <[email protected]>wrote: >> >>> 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 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: >>> lun 16 mai 2011 11:45:39 CEST >>> >> >> > > > -- > Mike Johnson > Datatel Programmer/Analyst > Northern Ontario School of Medicine > 955 Oliver Road > Thunder Bay, ON P7B 5E1 > Phone: (807) 766-7331 > Email: [email protected] >
