[ietf-smtp] CC'ing ticket systems

Michael Richardson <mcr+ietf@sandelman.ca> Tue, 07 July 2020 10:55 UTC

Return-Path: <mcr+ietf@sandelman.ca>
X-Original-To: ietf-smtp@ietfa.amsl.com
Delivered-To: ietf-smtp@ietfa.amsl.com
Received: from localhost (localhost [127.0.0.1]) by ietfa.amsl.com (Postfix) with ESMTP id E90A43A0AF3 for <ietf-smtp@ietfa.amsl.com>; Tue, 7 Jul 2020 03:55:45 -0700 (PDT)
X-Virus-Scanned: amavisd-new at amsl.com
X-Spam-Flag: NO
X-Spam-Score: -1.899
X-Spam-Level:
X-Spam-Status: No, score=-1.899 tagged_above=-999 required=5 tests=[BAYES_00=-1.9, SPF_HELO_NONE=0.001, SPF_PASS=-0.001, URIBL_BLOCKED=0.001] autolearn=ham autolearn_force=no
Received: from mail.ietf.org ([4.31.198.44]) by localhost (ietfa.amsl.com [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id V7oip4yTwlrU for <ietf-smtp@ietfa.amsl.com>; Tue, 7 Jul 2020 03:55:44 -0700 (PDT)
Received: from tuna.sandelman.ca (tuna.sandelman.ca [209.87.249.19]) (using TLSv1.2 with cipher AECDH-AES256-SHA (256/256 bits)) (No client certificate requested) by ietfa.amsl.com (Postfix) with ESMTPS id 0AC9A3A0AF1 for <ietf-smtp@ietf.org>; Tue, 7 Jul 2020 03:55:43 -0700 (PDT)
Received: from localhost (localhost [127.0.0.1]) by tuna.sandelman.ca (Postfix) with ESMTP id B230F389A5 for <ietf-smtp@ietf.org>; Tue, 7 Jul 2020 06:52:48 -0400 (EDT)
Received: from tuna.sandelman.ca ([127.0.0.1]) by localhost (localhost [127.0.0.1]) (amavisd-new, port 10024) with LMTP id BzJL653YRIPi for <ietf-smtp@ietf.org>; Tue, 7 Jul 2020 06:52:47 -0400 (EDT)
Received: from sandelman.ca (obiwan.sandelman.ca [IPv6:2607:f0b0:f:2::247]) by tuna.sandelman.ca (Postfix) with ESMTP id 8654C389A3 for <ietf-smtp@ietf.org>; Tue, 7 Jul 2020 06:52:47 -0400 (EDT)
Received: from localhost (localhost [IPv6:::1]) by sandelman.ca (Postfix) with ESMTP id 6FD8D137 for <ietf-smtp@ietf.org>; Tue, 7 Jul 2020 06:55:40 -0400 (EDT)
From: Michael Richardson <mcr+ietf@sandelman.ca>
To: ietf-smtp@ietf.org
X-Attribution: mcr
X-Mailer: MH-E 8.6+git; nmh 1.7+dev; GNU Emacs 26.1
X-Face: $\n1pF)h^`}$H>Hk{L"x@)JS7<%Az}5RyS@k9X%29-lHB$Ti.V>2bi.~ehC0; <'$9xN5Ub# z!G,p`nR&p7Fz@^UXIn156S8.~^@MJ*mMsD7=QFeq%AL4m<nPbLgmtKK-5dC@#:k
MIME-Version: 1.0
Content-Type: multipart/signed; boundary="=-=-="; micalg=pgp-sha512; protocol="application/pgp-signature"
Date: Tue, 07 Jul 2020 06:55:40 -0400
Message-ID: <16746.1594119340@localhost>
Archived-At: <https://mailarchive.ietf.org/arch/msg/ietf-smtp/8lxfq46yefOloo_E_lchaEvCZgA>
Subject: [ietf-smtp] CC'ing ticket systems
X-BeenThere: ietf-smtp@ietf.org
X-Mailman-Version: 2.1.29
Precedence: list
List-Id: "Discussion of issues related to Simple Mail Transfer Protocol \(SMTP\) \[RFC 821, RFC 2821, RFC 5321\]" <ietf-smtp.ietf.org>
List-Unsubscribe: <https://www.ietf.org/mailman/options/ietf-smtp>, <mailto:ietf-smtp-request@ietf.org?subject=unsubscribe>
List-Archive: <https://mailarchive.ietf.org/arch/browse/ietf-smtp/>
List-Post: <mailto:ietf-smtp@ietf.org>
List-Help: <mailto:ietf-smtp-request@ietf.org?subject=help>
List-Subscribe: <https://www.ietf.org/mailman/listinfo/ietf-smtp>, <mailto:ietf-smtp-request@ietf.org?subject=subscribe>
X-List-Received-Date: Tue, 07 Jul 2020 10:55:46 -0000

Hi, have you had the experience of starting an email thread where one of the
participants is a ticket system?  As the initiator you get a ticket open,
and then each person who was in the To/CC, as they reply, get their own
ticket open.
(IANA, IETF-action, etc.)

Damn, that was not what you wanted.
What one wanted was to open a ticket and then collect the whole conversation
into it.

We have sometimes elegant and sometimes horrible hacks which try to leverage
how MUA work to collect the ticket information state into Subject lines, and
into bodies...

There are a bunch of things that I can imagine that might solve this,
ranging from the mundane to the revolutionary.
But, I wondered if others think it important to think about ticket systems
and other automated email processes.





--
Michael Richardson <mcr+IETF@sandelman.ca>ca>, Sandelman Software Works
 -= IPv6 IoT consulting =-