We have a handful of users who like to send mail to our RT helpdesk and at the same time CC: lots of other folks. RT does a great job of adding the CC's to the ticket - but the problem is that users typically do a Reply All to the original email, which send another email into the helpdesk and opens a new ticket. Wash, rinse, repeat five times and your ticket queue is clogged with a bunch of tickets on the same issue.
Is there a strategy that people have found works for them? I was thinking of just rejecting emails sent to the helpdesk that have also CC:ed someone else, but that doesn't seem very polite now does it? :-) I may be dreaming but maybe a plugin or similar for RT exists such that it would recognize an email as being part of the same email thread for which a ticket was already created? Sounds too fancy but cool. Anyway, other than better user brainwashing to not do this, are there some strategies I might employ to help here? -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
