Add a Cc via email to a ticket after the ticket has been created

RT Users
1

Hi I’m using RT 3.4 and in this version the problem described in
object is present:

If someone create a ticket first and then in another email sent after
tries to include some other one in Cc , this latest contact isn’t
automatically inserted in the Cc list and so doesn’t receive further
mail exchange.

I’d like to know if in the latest RT 3.5 or 3.6 the problem has been
addressed and/or solved.

For the moment I’m using the patch provided here:
http://lists.fsck.com/pipermail/rt-users/2006-August/040946.html

Thanks
Stefano

2

Have you checked the ParseNewMessageForTicketCcs directive in
RT_Siteconfig.pm

Mathew

Ringo Mandingo wrote:

3

Of course:

Set($ParseNewMessageForTicketCcs , 1);

But this covers the case in which the ticket is created, e.g. the
first email. Not the other ones. I’m referring to the emails that are
coming after the first one.

Stefano2006/11/6, Mathew theillien@yahoo.com:

Have you checked the ParseNewMessageForTicketCcs directive in
RT_Siteconfig.pm

Mathew

Ringo Mandingo wrote:

Hi I’m using RT 3.4 and in this version the problem described in
object is present:

If someone create a ticket first and then in another email sent after
tries to include some other one in Cc , this latest contact isn’t
automatically inserted in the Cc list and so doesn’t receive further
mail exchange.

I’d like to know if in the latest RT 3.5 or 3.6 the problem has been
addressed and/or solved.

For the moment I’m using the patch provided here:
http://lists.fsck.com/pipermail/rt-users/2006-August/040946.html

Thanks
Stefano

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4

Hi,

I put my patch on the RT Wiki here:

http://wiki.bestpractical.com/index.cgi?ParseFollowupMessageForTicketCcs

Which also includes a newer version that solves a few more minor
problems that we were having. It checks that the email address is not
already a watcher for the ticket or queue before it is added as a Cc
watcher, and it will add the sender of the email if appropriate (just in
case someone received a private copy of the ticket from a current
watcher and decided to post a followup message to RT). We are still
using version 3.4.5 in production so the patch is against that version
of RT.

I assume that the RT Wiki is the best place for this sort of thing since
it will allow other interested users to find and try it, and if it
becomes popular and well tested then it might eventually go into a
future version.

~JasonOn Mon, 2006-11-06 at 04:23, Ringo Mandingo wrote:

Of course:

Set($ParseNewMessageForTicketCcs , 1);

But this covers the case in which the ticket is created, e.g. the
first email. Not the other ones. I’m referring to the emails that are
coming after the first one.

Stefano

2006/11/6, Mathew theillien@yahoo.com:

Have you checked the ParseNewMessageForTicketCcs directive in
RT_Siteconfig.pm

Mathew

Ringo Mandingo wrote:

Hi I’m using RT 3.4 and in this version the problem described in
object is present:

If someone create a ticket first and then in another email sent after
tries to include some other one in Cc , this latest contact isn’t
automatically inserted in the Cc list and so doesn’t receive further
mail exchange.

I’d like to know if in the latest RT 3.5 or 3.6 the problem has been
addressed and/or solved.

For the moment I’m using the patch provided here:
http://lists.fsck.com/pipermail/rt-users/2006-August/040946.html

Thanks
Stefano

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media. Buy
a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

5

Hi,

I put my patch on the RT Wiki here:

Request Tracker Wiki

Which also includes a newer version that solves a few more minor
problems that we were having. It checks that the email address is not
already a watcher for the ticket or queue before it is added as a Cc
watcher, and it will add the sender of the email if appropriate (just in
case someone received a private copy of the ticket from a current
watcher and decided to post a followup message to RT). We are still
using version 3.4.5 in production so the patch is against that version
of RT.

It’s worth noting that this patch opens up a potentially dangerous hole.
A malicious user could easily make themselves CC of …all your tickets.
In some organizations, this may not matter. But it’s a showstopper here
:wink:

Best,
Jesse

6

It’s worth noting that this patch opens up a potentially dangerous hole.
A malicious user could easily make themselves CC of …all your tickets.
In some organizations, this may not matter. But it’s a showstopper here
:wink:

Best,
Jesse

Hi Jesse,

I suppose this is true, but we are using RT as our support center and
need to allow anyone to be able to create and see most of our tickets
anyway, so this doesn’t really open up our RT system anymore than it
already is. For us, this only applies to email access since web access
is only granted through a manual approval processes. Also, this
malicious user can only add themselves by emailing a followup to a
ticket, which would be seen by all of the other watchers of the queue,
so if we are paying attention to the correspondences we should easily
catch any malicious users. This is also a good reason for making it an
option like ParseNewMessageForTicketCcs is, defaulting to off and maybe
with an appropriate warning about the security implications.

Thanks,
~Jason

PS. I added your comments about the potential security risks to the
wiki page as a warning, I hope you don’t mind.

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