Adding [ubuntu] in the subject of any email

[James Gray]

On Thu, 20 Apr 2006 02:41 am, Alexandre Franke wrote:
> On 4/19/06, Benjamin Zeller <zeller at ibh-wor.de> wrote:
> > On Wednesday 19 April 2006 17:51, OOzy Pal wrote:
> > > I wish of ubuntu adds [ubuntu] before the subject of eash email.
> > > php.net adds [PHP], Mandriva adds [newbie], etc. This makes it easy to
> > > use filters and separate emails.
> >
> > May be configurable via Mailinglist-Software and *would* be nice. Anyway:
> > I
>
> [snip]
>
> > I'd like the subject rewrite but don't share the filter-argument.
>
> I have to disagree. Automatic rewrite would not be that usefull. But
> if users could use a prefix, such as [Dapper], [X.org] or
> [Installation] to indicate which is the main topic of their thread,
> *that* would be great.

Indeed.  However getting people to actually do it is another thing all 
together.

Where I work, my boss and I designed and built a customised ticket system for 
the IT Engineering group (mainly coz the one the company bought ONLY works in 
IE, and had some big work-flow and business logic problem...bah!).  It is 
e-mail based where users send in requests for assistance with specific 
keywords in the subject like: AU-DESKTOP or MA-EMAIL (ie, "COUNTRY-CASE TYPE" 
type stuff).  The IT people then manage the cases from a web interface.

What resulted was everyone using "??-OTHER" as they knew it went straight to 
the on-call engineer rather than being automagically routed to the 
responsible engineer for the case type (ie, anything "EMAIL" went to me coz 
I'm the global mail admin - but the case might sit for a while if I wasn't on 
call at that precise moment).  The user-driven case routing worked 
fantastically from a technical perspective, but from a human engineering 
perspective was a colossal failure.  Bottom line - people are lazy.

Now the system just routes new cases straight to whoever is on call and only 
uses the subject to link replies to existing cases etc.  So now the poor 
bunny on call spends half their life triaging cases and manually 
reallocating/rerouting them.  Bah!

Cheers,

James
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