Andrew Dickerson

Replies from a processing distribution list, creating a ton of new tickets

Discussion created by Andrew Dickerson on Jun 26, 2015
Latest reply on Jun 27, 2015 by Sebastian Pereira

We have a "new hire" distribution list. HR emails to it when there is a new hire and it goes out to the different groups to begin getting everything set up. ie Helpdesk to provision laptops, AD user, email, etc, and to compliance, and application support, and accounting, etc etc.
When a particular group finishes their part they reply back to the distro list to let everyone know.
Every time this is done it generates a new ticket in our system. We then have to go in an manually merge each one of these into the original new hire incident.

 

There has to be a better way. With out changing the end user behavior, does anyone have any ideas or suggestions on how to solve this issue?

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