Add a backup email account as Bcc - avoid multiple emails

Hi,

I’m an RT beginner but would really like to improve… I bought the book
:wink: I installed RT3.8.4 with mysql.

My goal is that all messages sent to RT are also going to a second
mailbox that would be used in case of a disaster on RT.

I have an alias that is used by customers to open ticket that goes in 2
mailboxes (one polled by RT and other that is “sleeping” waiting for the
disaster…)

I want RT to Bcc the backup mailbox for every correspondance. I simply
added ‘Bcc: backup-email@company.com’ in my correspondence template. And
that more or less works (the template called by ‘on correspond notifiy
requestor and ccs’)

I also have the ‘on correpond notify other recipients’ in case I add
manually people…

My problem is that the system sends 2 emails:

  • one for requestor and the Bcc backup email address
  • one for the people cced (that I need to tick everytime)

Why does the system do that? Can’t it send a single email and avoid the
need to tick every person I want to cc? Is this due to my Bcc hack? How
could I get all people in the same email (Bcc, cced, manally added other
recipients and reuestor)?

Can anyone help me on that?

Sorry again if the answer is obvious or clearly available on some well
known forum. Feel free to redirect me to the good place where there are
all these kind of tips for beginners.

Thanks a lot!

Jerome Durand

Responsable des services aux usagers
Services operations & support manager

         Réseau National de Télécommunications
  pour la Technologie, l'Enseignement et la Recherche

Tel: +33 (0) 1 53 94 20 40 | GIP RENATER
Fax: +33 (0) 1 53 94 20 41 | c/o ENSAM
E-mail: jdurand@renater.fr | 151 Boulevard de l’Hôpital
http://www.renater.fr | 75013 PARIS

My problem is that the system sends 2 emails:

  • one for requestor and the Bcc backup email address
  • one for the people cced (that I need to tick everytime)

These are separate Scrips.

On Correspond Notify Requestors and CCs notifies Requestors and
permanent CCs of the tickets

On Correspond Notify Other Recipients notifies Other Recipients
(including one-time-ccs)

Either add those people as a CC of your ticket or change your scrips

-kevin

Thank you Kevin,

Now I understand the permanent ccs concept… But I would have expected
that when a requestor cc some folks, they are automatically registered
as permanent ccs.

Isn’t there a default scrip for that? Looks like there isn’t (??) Any
hint welcome to update my 'on create autoreply to requestor… and add
ccs are permanent ccs!"

Thanks

Jerome

Kevin Falcone a écrit :> On Wed, Sep 16, 2009 at 10:13:43PM +0200, Jerome Durand wrote:

My problem is that the system sends 2 emails:

  • one for requestor and the Bcc backup email address
  • one for the people cced (that I need to tick everytime)

These are separate Scrips.

On Correspond Notify Requestors and CCs notifies Requestors and
permanent CCs of the tickets

On Correspond Notify Other Recipients notifies Other Recipients
(including one-time-ccs)

Either add those people as a CC of your ticket or change your scrips

-kevin


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Jerome Durand

Responsable des services aux usagers
Services operations & support manager

         Réseau National de Télécommunications
  pour la Technologie, l'Enseignement et la Recherche

Tel: +33 (0) 1 53 94 20 40 | GIP RENATER
Fax: +33 (0) 1 53 94 20 41 | c/o ENSAM
E-mail: jdurand@renater.fr | 151 Boulevard de l’Hôpital
http://www.renater.fr | 75013 PARIS

Thank you Kevin,

Now I understand the permanent ccs concept… But I would have expected
that when a requestor cc some folks, they are automatically registered
as permanent ccs.

The form clearly says (in the native English version at least) “One-time cc”

We handle this sort of message backup with a global scrip rather than
template hacking…

On transaction
TransactionCreate
Send Email
Backup Template… which is just the default transaction template
(our actual transaction template is customized) with the hard-coded
bcc to the secondary address.

Cheers!

Now I understand the permanent ccs concept… But I would have expected
that when a requestor cc some folks, they are automatically registered
as permanent ccs.

There is a config option for that on ticket creation

Isn’t there a default scrip for that? Looks like there isn’t (??) Any
hint welcome to update my 'on create autoreply to requestor… and add
ccs are permanent ccs!"

Adding CCs as people reply to RT is documented on the wiki, but
won’t become a core feature.

-kevin

My goal is that all messages sent to RT are also going to a second
mailbox that would be used in case of a disaster on RT.

I’ve done this by making backup@company.com an AdminCC of the queue. That gets comments and replies by default, plus anything else I want to set up a scrip for.

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster@ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.

Fine but this way the backup email (as AdminCC) wouldn’t see the people
who receive the email (to and cc fields) Am I wrong?

Jerome

Toby Darling a écrit :

My goal is that all messages sent to RT are also going to a second
mailbox that would be used in case of a disaster on RT.

I’ve done this by making backup@company.com an AdminCC of the queue. That gets comments and replies by default, plus anything else I want to set up a scrip for.

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster@ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.

Jerome Durand

Responsable des services aux usagers
Services operations & support manager

         Réseau National de Télécommunications
  pour la Technologie, l'Enseignement et la Recherche

Tel: +33 (0) 1 53 94 20 40 | GIP RENATER
Fax: +33 (0) 1 53 94 20 41 | c/o ENSAM
E-mail: jdurand@renater.fr | 151 Boulevard de l’Hôpital
http://www.renater.fr | 75013 PARIS

Fine but this way the backup email (as AdminCC) wouldn’t see the people
who receive the email (to and cc fields) Am I wrong?

Think you’re right. I guess you could tweak your admin correspondence template?

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster@ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.