This is not exactly what you are asking for, but I agree with Matt and John (and others) that are pointing out that you do need to actually split the addresses, one for tickets and one for discussion. That's a social problem that you won't be able to solve completely with technology. I agree that you should just bite the bullet and split the old list into two new addresses and let the users make the transition.
This isn't exactly what you want, but may help in the transition... We sometimes have to re-organize our ticket queues, which have email addresses that can be used to create or update tickets. It's RT, if that matters. When we need to re-arrange ticket queues, we set an auto-responder which does two things for *new* message threads that are sent to the old queue email address: 1. forwards the email into the new queue, which creates a ticket, and also sends the requester email with a link to the new ticket in the new queue. Any email replies to the auto-response will be added as updates to the new ticket in the new queue. 2. Informs the user of the new email address that they should use in future, and tells them on what date the obsolete email address will be decommissioned. That date is usually at least 90 days in the future. At 90 days we flip the old address over to a different auto responder that reminds them that the queue they want has moved with a link to the top-level ticket queue web page. All decommissioned (but not removed) inbound email addresses point to the same auto-responder. At 120 days or so, we actually remove the decommissioned email address. Of course at about the 80 day mark we start watching to see who is still getting a response from the auto-responder. A quick email, phone call, or sometimes a desk side visit is usually enough to get them transitioned. They really appreciate the personal service at that point. This has been well received by our users; we've done this numerous times over the past 8 or so years. I think that an appropriate auto-responder can really help your users internalize this change. In the long run, I think it will be worth it for you and your user community. --tep _______________________________________________ Tech mailing list [email protected] https://lists.lopsa.org/cgi-bin/mailman/listinfo/tech This list provided by the League of Professional System Administrators http://lopsa.org/
