On 3/17/22 20:47, Matthew R via Mailman-users wrote:
Hi everyone, we're going to be using a Mailman3 list for the purpose of providing email support. So:
- Anyone can post to the list
- Agents will reply to the poster to receive support, and the reply must go back to the original poster (the client) and the mailing list for other agents to see
- The poster's replies will be sent to the mailing list (so other agents can see) as well as to the agent who initially replied to the initial posting
Is there any way to accomplish this? Right now, if the agent replies to the client's email correctly but the client doesn't hit "Reply All" the email is only sent to the agent that initially took the "case" and the other agents aren't aware that there was a response.
This is an intractable problem. Ideally, you would be able to configure the list to ensure all mail is sent with a Reply-To: that includes the original From: and the list address, but there is no list configuration that guarantees that. It wouldn't be difficult to patch mailman to do it for a particular list.
You could almost get there if all the posts to the list included a
Reply-To: In this case setting Reply goes to list to the list and First
strip reply to to No, but you can't even hope that all incoming posts
include a reply to. But, even if they don't, this may work. I.e.,
setting Reply goes to list to the list will set a Reply-To: with the
list address in all delivered posts. The agent can do Reply-All: and
hopefully, this goes to the From: and to the Reply-To. Then the client
gets the reply with a Reply-To: to the list and hopefully, the client's
reply goes back to the list. I say hopefully twice above because if
there's a Reply-To; it is not a guarantee with all MUAs that Reply-All
will include the From:, and at the client's end, even with a Reply-To:
to the list, there's no guarantee the client's MUA will honor that.
I say it's an intractable problem because what ever the list does, it relies on the user's MUA to do the right thing, and unfortunately, not all do.
-- Mark Sapiro <mark@msapiro.net> The highway is for gamblers, San Francisco Bay Area, California better use your sense - B. Dylan