_Safely_ adding watchers from Cc

RT Users
1

Hi all,

I need to add Cc’s from incoming emails as watchers to the created
tickets. I have already tried the ParseNewMessageForTicketCcs
http://requesttracker.wikia.com/wiki/ParseNewMessageForTicketCcs
config option, but the result was an epic mail loop when somebody
happened to send a Christmas greeting to some thousand of Cc: emails.

Is there a safer way to achieve that? Something like ‘do not send any
emails when creating tickets, just when somebody comments’. There are
many queues in our RT, so I do not exactly want to redo shared scrips
for all queues, but so far that’s is the only option I can think of.

Any ideas?

Ed.

2

I’m struggling to unambiguously understand your description of the issue.
Could you please rephrase in terms of what you expect to happen in a
specific circumstance vs. what actually happens (e.g. when you create a
ticket via email with CCs, when you respond to an existing ticket with the
same/new CCs)?

You mention a mail loop, which suggests that RT might not have been
properly informed of all of its own incoming addresses ($RTAddressRegexp).
A complete $RTAddressRegexp setting should prevent mail loops when
$ParseNewMessageForTicketCcs is set.On Tue, 17 Feb 2015 at 00:46 Edheldil rt001@eowyn.cz wrote:

Hi all,

I need to add Cc’s from incoming emails as watchers to the created
tickets. I have already tried the ParseNewMessageForTicketCcs
http://requesttracker.wikia.com/wiki/ParseNewMessageForTicketCcs config
option, but the result was an epic mail loop when somebody happened to send
a Christmas greeting to some thousand of Cc: emails.

Is there a safer way to achieve that? Something like ‘do not send any
emails when creating tickets, just when somebody comments’. There are many
queues in our RT, so I do not exactly want to redo shared scrips for all
queues, but so far that’s is the only option I can think of.

Any ideas?

Ed.