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 that address... so end-users can't email it directly, have end-users email another address... and that address check for the RT tag in the subject... if it doesn't find it, dump the email and reply to the end-user saying they have to fill our your form. Not really an out-of-the-box way of doing it, but it would get the job done... Maybe this will spark some ideas on a better way... Good luck! Mike. On Mon, May 16, 2011 at 5:46 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]
