Hi,
We use email for creating new tickets. When I send message to RT with
CC to user, the Cc-ed user is CC of the ticket, but the mail get from
me (and his reply to me too). But I need, the reply comms to RT. Is the
way, how to send mail to Cc-ed user via RT directly ?
I made scrip OnCreateAddCc, which parse Set-Cc from message body and add
Cc to ticket, but I don’t know, how set the first message to newly added Cc.
Do you Have pleasy any solution ?
Radek
Hi,
We use email for creating new tickets. When I send message to RT with
CC to user, the Cc-ed user is CC of the ticket, but the mail get from
me (and his reply to me too). But I need, the reply comms to RT. Is the
way, how to send mail to Cc-ed user via RT directly ?
Only if you don’t Cc the person in your mail client (like your solution
of putting Set-Cc in the body, for example). If you do Cc the person
in the mail, that copy of the message never hits RT, and there’s nothing
RT can do about it.
I made scrip OnCreateAddCc, which parse Set-Cc from message body and add
Cc to ticket, but I don’t know, how set the first message to newly added
Cc.
You probably want to use RT::Extension::CommandByMail to do this instead
of your scrip. It will handle the problem you’re talking about.
Thomas
Please keep replies on the list.On 02/22/2012 12:46 PM, Radek Svoboda wrote:
Thanks for quick response,
unfortunately, RT::Extension::CommandByMail is incompatible with my
favorite email address
support+take-correspond-resolve@server.domain.cz
I don’t know how that email address is setup, so I don’t know why it’s
incompatible with CommandByMail. CommandByMail works on the body of a
message, and you said you wanted the AddCc: functionality for ticket create.
Thomas
Hi,
We use email for creating new tickets. When I send message to RT with CC
to user, the Cc-ed user is CC of the ticket, but the mail get from me
(and his reply to me too). But I need, the reply comms to RT. Is the way,
how to send mail to Cc-ed user via RT directly ?
Hi Radek
We had almost such situation in our system and we solved it some how by
change our approaches.
Suppose i want to create a ticket and include someone in the loop. First i
send an email with only subject to RT. then when i get the auto respond of
ticket creatin, then i will put the main content and reply it to RT and
include those who should be in the loop.
It is also expected that when any one in the loop intend to reply, use
reply to all.
In this case, althogh the cc people still receive emails directly fro the
sender, but tracking would be added to the ticket
Radek,
If I understand your question, you want to know how to add a person as a
permanent CC get a person on an email to RT when the ticket is first
created?
I believe there is a scrip for this in the RT wiki. I copied it myself
awhile back.
It takes all the Cc’s on an email during ticket creation and adds them to
the TICKET Cc list. You can also make this work for future correspondence
by cloning that scrip and changing the Condition to “On Correspond” with a
check to see if the person already exists as a Cc.
On the other hand, if I did not understand your question correctly, then I
need to understand it better.
Hope this helps.
KennOn Wed, Feb 22, 2012 at 3:21 AM, Radek Svoboda radek.svoboda@upp.cz wrote:
Hi,
We use email for creating new tickets. When I send message to RT with CC
to user, the Cc-ed user is CC of the ticket, but the mail get from me
(and his reply to me too). But I need, the reply comms to RT. Is the way,
how to send mail to Cc-ed user via RT directly ?I made scrip OnCreateAddCc, which parse Set-Cc from message body and add
Cc to ticket, but I don’t know, how set the first message to newly added Cc.
Do you Have pleasy any solution ?
Radek
RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html
)
- Boston March 5 & 6, 2012
If I understand your question, you want to know how to add a person as a
permanent CC get a person on an email to RT when the ticket is first
created?I believe there is a scrip for this in the RT wiki. I copied it myself
awhile back.It takes all the Cc’s on an email during ticket creation and adds them
to the TICKET Cc list. You can also make this work for future
correspondence by cloning that scrip and changing the Condition to “On
Correspond” with a check to see if the person already exists as a Cc.
I don’t think it’s quite what he wants, but that behaviour is core with
the $ParseNewMessagesForTicketCcs option.
Thomas
Radek: Keep replies on the list!
Problem is with enabled UnsafeEmailCommands, thats have to be enabled
for take and resolve command from mail address
(information from
RT::Extension::CommandByMail - Change ticket metadata via email - metacpan.org)
Ah, yes.
I made tests with on create scrip
my $AttachObj = $self->TransactionObj->Attachments->First;
my $content = $AttachObj->Content;
if ( $content =~ s/^\Qaddcc:\E\s*(\S+)\s*$//im ) {
$self->TicketObj->AddWatcher( Type => “Cc”,Email => “$1”);
}
This is very dangerous as implemented since it lets anyone (like me!)
start getting mail about tickets.
silently overwrite attachment content
$AttachObj->__Set( Field => ‘Content’, Value => $content );
1;On create new ticket - rt create ticket, send mail to AdminCC and add
new CC in this order
Yes, your new scrip probably runs after the scrips that send out mail.
You’d need to make sure it runs before. CommandByMail runs at an
entirely different level than scrips, which is how it works.
Thomas
Thomas,
Yep, that sounds like it. Like I said, i wasn’t sure I understood him
correctly.
KennOn Wed, Feb 22, 2012 at 10:50 AM, Thomas Sibley trs@bestpractical.comwrote:
On 02/22/2012 01:40 PM, Kenneth Crocker wrote:
If I understand your question, you want to know how to add a person as a
permanent CC get a person on an email to RT when the ticket is first
created?I believe there is a scrip for this in the RT wiki. I copied it myself
awhile back.It takes all the Cc’s on an email during ticket creation and adds them
to the TICKET Cc list. You can also make this work for future
correspondence by cloning that scrip and changing the Condition to “On
Correspond” with a check to see if the person already exists as a Cc.I don’t think it’s quite what he wants, but that behaviour is core with
the $ParseNewMessagesForTicketCcs option.Thomas
RT Training Sessions (http://bestpractical.com/services/training.html)
- Boston March 5 & 6, 2012
Hi Payam,
thank You for response. This workaround is usable in case, if people
send message. But - if message send btw. web page, it doesn’t work.
My situation
My simple web page for HR send mail to RT with requirments for creating
accounts for new people + send mail to new people superior to add some
detail information, which personalist dont know. I need, the reply from
the superior was routed to RT (with given ticket number), to support
have all information in the one ticket.
Thank You
Radek
Dne 22.2.2012 19:38, Payam Poursaied napsal(a):
Ah, yes.
I made tests with on create scrip
my $AttachObj = $self->TransactionObj->Attachments->First;
my $content = $AttachObj->Content;
if ( $content =~ s/^\Qaddcc:\E\s*(\S+)\s*$//im ) {
$self->TicketObj->AddWatcher( Type => “Cc”,Email => “$1”);
}
This is very dangerous as implemented since it lets anyone (like me!)
start getting mail about tickets.
Yep, it can be dangerous, which is why I wrote LoopIn:
http://requesttracker.wikia.com/wiki/LoopIn
It is still a bit dangerous, but strives to avoid random people from
getting added, only those really Cc’ed into the ticket by others with
explicit or implied authority to do so. This was one of the many
methods we’ve employed to counter ticket storms from folks using Cc
outside RT. We also reject mail Cc’ed or Bcc’ed to RT with an
informative bounce message, and we have a method to automerge messages
handled using procmail and the rt command so that incoming messages
meeting the criteria are tagged with the correct message ID so that they
are injected into the ticket stream. That one can really be a bit
dangerous, though :).
MarkMark D. Nagel, CCIE #3177 mnagel@willingminds.com
Principal Consultant, Willing Minds LLC (http://www.willingminds.com)
cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277
** For faster support response time, please
** email support@willingminds.com or call 714-495-4000