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List:       rt-users
Subject:    Re: [rt-users] How you manage cc.
From:       Mike Johnson <mike.johnson () nosm ! ca>
Date:       2011-05-30 15:50:59
Message-ID: BANLkTiknCwRGqJ4xWGHQi3azt8Yzdg15Ow () mail ! gmail ! com
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Hi Albert,

I thought up a way you could stop some of the chaos that occurs... but this
involves a shift in how tickets are created.

Form based ticket submission and a hidden RT ticket creation email address -
have a seperate email address that actually creates tickets and only allow a
form email that address... so end-users can't email it directly, have
end-users email another address... and that address check for the RT tag in
the subject... if it doesn't find it, dump the email and reply to the
end-user saying they have to fill our your form.

Not really an out-of-the-box way of doing it, but it would get the job
done...

Maybe this will spark some ideas on a better way...

Good luck!
Mike.




On Mon, May 16, 2011 at 5:46 AM, Albert Shih <Albert.Shih@obspm.fr> wrote:

> Hi all.
>
> I would like to known how you manage your ticket when some user send a
> message to
>
>        our-rt-alias
>
> and put in
>
>        cc: lot of users.
>
> so when the «lot of users» answer the first mail (not the second one) rt
> create lots of tickets (each answer).
>
> Regards.
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> Téléphone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> lun 16 mai 2011 11:45:39 CEST
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

[Attachment #3 (text/html)]

<div>Hi Albert,</div>
<div> </div>
<div>I thought up a way you could stop some of the chaos that occurs... but this \
involves a shift in how tickets are created.</div> <div> </div>
<div>Form based ticket submission and a hidden RT ticket creation email address - \
have a seperate email address that actually creates tickets and only allow a form \
email that address... so end-users can&#39;t email it directly, have end-users email \
another address... and that address check for the RT tag in the subject... if it \
doesn&#39;t find it, dump the email and reply to the end-user saying they have to \
fill our your form.</div>

<div> </div>
<div>Not really an out-of-the-box way of doing it, but it would get the job \
done...</div> <div> </div>
<div>Maybe this will spark some ideas on a better way...</div>
<div> </div>
<div>Good luck!</div>
<div>Mike.</div>
<div> </div>
<div><br><br> </div>
<div class="gmail_quote">On Mon, May 16, 2011 at 5:46 AM, Albert Shih <span \
dir="ltr">&lt;<a href="mailto:Albert.Shih@obspm.fr">Albert.Shih@obspm.fr</a>&gt;</span> \
wrote:<br> <blockquote style="BORDER-LEFT: #ccc 1px solid; MARGIN: 0px 0px 0px 0.8ex; \
PADDING-LEFT: 1ex" class="gmail_quote">Hi all.<br><br>I would like to known how you \
manage your ticket when some user send a<br>message to<br><br>  \
our-rt-alias<br><br>and put in<br><br>       cc: lot of users.<br><br>so when the \
«lot of users» answer the first mail (not the second one) rt<br>create lots of \
tickets (each answer).<br><br>Regards.<br>--<br><font color="#888888">Albert SHIH<br> \
DIO batiment 15<br>Observatoire de Paris Meudon<br>5 Place Jules Janssen<br>92195 \
Meudon Cedex<br>Téléphone : 01 45 07 76 26/06 86 69 95 71<br>Heure local/Local \
time:<br>lun 16 mai 2011 11:45:39 CEST<br></font></blockquote> </div><br><br \
clear="all"><br>-- <br>Mike Johnson<br>Datatel Programmer/Analyst<br>Northern Ontario \
School of Medicine<br>955 Oliver Road<br>Thunder Bay, ON   P7B 5E1<br>Phone: (807) \
766-7331<br>Email: <a href="mailto:mike.johnson@nosm.ca">mike.johnson@nosm.ca</a><br>



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