On Thu, Jan 5, 2012 at 09:41, Thomas Lau <[email protected]> wrote: > Guys, we have some problem with duplicated ticket reply: > > here is how we reproduce problem: > > Situation 1, no duplicated reply: > 1. User A created new ticket without CC anyone within the email send to > [email protected] > 2. when User A reply same ticket by email (which reply to > [email protected]), he could CC anyone he wants and the ticket itself > didn't put those "CC" peoples into record > > > Situation 2, duplicated reply: > 1. User B created new ticket with CC [email protected] within the email send > to [email protected] > 2. when User B reply same ticket by email (which reply to > [email protected]), he CC [email protected] on the reply email > 3. as because the first ticket creation, CC to [email protected] being > recorded into ticket, RT will send first email base on CC list itself, which > contain [email protected] ; Then as User B also CC to [email protected] on > the reply. > > > that means Thomas is receiving two emails, first is from RT, second is from > User B CC. One from RT with from "User B via RT", and another one is from > "User B" > > > how do you guys avoid this kind of email duplication? Thanks.
If you use ParseNewMessageForTicketCcs then you should train your users not to use reply all feature in MUAs as every user who was cced in the original mail will be notified with his follow up. If users use "reply all" then third parties notified twice and they can reply to direct mail only replying to sender and message will go behind RT. In this case you loose track of the conversation. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5 & 6, 2012 -- Best regards, Ruslan. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
