Setting up response emails to match the workflows is key. You have to keep the global responses to a minimum and develop based on the workflow design for each step/queue in the workflow process.
Kenn Sent from my Windows Phone From: k...@rice.edu Sent: 5/28/2013 10:42 AM To: Asif Iqbal Cc: Kenneth Crocker; rt-users Users Subject: Re: [rt-users] Problem with multple new tickets on same subject On Tue, May 28, 2013 at 12:23:59PM -0400, Asif Iqbal wrote: > On Tue, May 28, 2013 at 12:20 PM, Kenneth Crocker > <kenn.croc...@gmail.com>wrote: > > > We had the same problem and opted to train our users to NOT use "Reply > > All" and then we put that instruction in ALL our templates at the top. > > > > > > We have very little faith in our users. They are very good at ignoring > instructions. > > I am curious what kind of wording you put in your template which you suggest > to be working. > In our case, we tried the discouraging the use of "Reply All" but kept running into workflows where it was needed unless the entire workflow was redesigned. After the 2nd reasonable case, we opt-ed for the programatic solution and everyone is satisfied with it. Regards, Ken -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
