Freddy, Instruct your users that RT takes care of "CC's" and that they do NOT need to do a "Reply All". A simple "Reply" will do. I have put that comment into many templates.
Kenn On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] < freddie.q...@springworks.com.my> wrote: > Hi,**** > > ** ** > > I am not sure if there is any solution to this. I have been digging > everywhere for information but no solution to it so far.**** > > ** ** > > I am currently using RT 4.0.10. Customer creates ticket via email. Below > is the scenario:**** > > ** ** > > Customer A and Customer B are colleagues. **** > > Customer A emails to the RT’s email and include Customer B in the loop.*** > * > > RT create new ticket and send auto reply email to Customer A with Ticket ID > **** > > Customer B ”reply all” on the original email sent by Customer A thus > creating another ticket on RT.**** > > ** ** > > Is there a way to recognize the subject text instead when there is no > ticket ID present?**** > > ** ** > > ** ** > > Thanks & Regards,**** > > *Freddie Quah* > > ** ** > > [image: 450_V2-Springworks]**** > > **** > > *CONFIDENTIALITY CAUTION: * > This message is intended only for the use of the individual or entity to > whom it is addressed and may contain information that is privileged and > confidential. If you, the reader of this message, are not the intended > recipient, you should not disseminate, distribute or copy this > communication. If you have received this communication in error, please > notify us immediately by return email and delete the original message. > Thank you.**** > > ** ** > > *[image: cid:image001.png@01CCA2BB.CF75F520]** *Please consider the > environment before printing this e-mail**** > > ** ** >
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