Re: [ietf-smtp] CC'ing ticket systems

S Moonesamy <sm+ietf@elandsys.com> Tue, 07 July 2020 13:34 UTC

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Date: Tue, 07 Jul 2020 06:27:50 -0700
To: Michael Richardson <mcr+ietf@sandelman.ca>, ietf-smtp@ietf.org
From: S Moonesamy <sm+ietf@elandsys.com>
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Subject: Re: [ietf-smtp] CC'ing ticket systems
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Hi Michael,
At 03:55 AM 07-07-2020, Michael Richardson wrote:
>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.)

Please see 
https://mailarchive.ietf.org/arch/msg/media-types/bweMuSAMwqa9LaeVz5SGBil6a5Y

>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.

Please see RFC 3834.  I used it to avoid email loops, e.g. a service 
responder responding to another one.

Regards,
S. Moonesamy