Adding cc:'s and to:'s from subsequent emails

Hi all, I guess I should start by asking if this is a good idea AT ALL.
I believe I want to get the people cc:ed or added to the to: line in email
responses added to the ticket as Ccs. Not sure I’ve phrased that in a way
that parses well; if not, let me know and I’ll rephrase.

When I open a NEW ticket and cc: some people, they get added as cc:'s no
problem, so I know the basic functionality is there. What I’m asking
about is after the ticket is open, someone else is brought into the
conversation as a cc, so he gets a copy of THIS email, but that new cc:
doesn’t see any other replies unless people reply to emails with him as a
"real" cc:. I’d like the cc: to be added to the ticket so he sees all
future correspondence whether he’s specifically cc:ed or not.

Is this a stupid idea? Is that why the ParseNewMessageForTicketCcs flag
only does this for New tickets? Is there a similar flag for parsing all
messages? I googled ParseMessageForTicketCcs (no “New”) and got a few old
warnings, but nothing concrete.

One warning was that anyone could cc: themselves on all your tickets just
by spamming you, but I’m not clear on how that would work, and it could
easily be avoided by only adding the cc:'s when parsing a message from
someone who’s already a cc:, watcher, or originator…

Anyway, i’m starting to ramble here. Does anyone do this now? has anyone
done it and wished they hadn’t?? Note that this RT3 system is used
primarily internally and by trusted clients. In theory it’s not going to
get spammed or beat on by “outsiders”.

Thanks!

Jason Marshall
IT Manager
Katalyst Data Management
KELMAN is now KATALYST! Please visit www.katalystdm.com!

We use this RT Scrip:

http://requesttracker.wikia.com/wiki/AddWatchersOnCorrespond

~JasonOn 10/31/2012 02:52 PM, Jason Marshall wrote:

Hi all, I guess I should start by asking if this is a good idea AT ALL.
I believe I want to get the people cc:ed or added to the to: line in
email responses added to the ticket as Ccs. Not sure I’ve phrased that
in a way that parses well; if not, let me know and I’ll rephrase.

When I open a NEW ticket and cc: some people, they get added as cc:'s no
problem, so I know the basic functionality is there. What I’m asking
about is after the ticket is open, someone else is brought into the
conversation as a cc, so he gets a copy of THIS email, but that new cc:
doesn’t see any other replies unless people reply to emails with him as
a “real” cc:. I’d like the cc: to be added to the ticket so he sees all
future correspondence whether he’s specifically cc:ed or not.

Is this a stupid idea? Is that why the ParseNewMessageForTicketCcs flag
only does this for New tickets? Is there a similar flag for parsing all
messages? I googled ParseMessageForTicketCcs (no “New”) and got a few
old warnings, but nothing concrete.

One warning was that anyone could cc: themselves on all your tickets
just by spamming you, but I’m not clear on how that would work, and it
could easily be avoided by only adding the cc:'s when parsing a message
from someone who’s already a cc:, watcher, or originator…

Anyway, i’m starting to ramble here. Does anyone do this now? has
anyone done it and wished they hadn’t?? Note that this RT3 system is
used primarily internally and by trusted clients. In theory it’s not
going to get spammed or beat on by “outsiders”.

Thanks!


Jason Marshall
IT Manager
Katalyst Data Management
KELMAN is now KATALYST! Please visit www.katalystdm.com!

We’re hiring! http://bestpractical.com/jobs

smime.p7s (3.02 KB)

Hi all, sorry for the repeat, just wondering if this even made it out to
the list a week ago, as I never got any replies at all, which is strange
for this very helpful list :slight_smile:

fwd:

Hi all, I guess I should start by asking if this is a good idea AT ALL. I
believe I want to get the people cc:ed or added to the to: line in email
responses added to the ticket as Ccs. Not sure I’ve phrased that in a way that
parses well; if not, let me know and I’ll rephrase.

When I open a NEW ticket and cc: some people, they get added as cc:'s no
problem, so I know the basic functionality is there. What I’m asking about is
after the ticket is open, someone else is brought into the conversation as a
cc, so he gets a copy of THIS email, but that new cc: doesn’t see any other
replies unless people reply to emails with him as a “real” cc:. I’d like the
cc: to be added to the ticket so he sees all future correspondence whether he’s
specifically cc:ed or not.

Is this a stupid idea? Is that why the ParseNewMessageForTicketCcs flag only
does this for New tickets? Is there a similar flag for parsing all messages?
I googled ParseMessageForTicketCcs (no “New”) and got a few old warnings, but
nothing concrete.

One warning was that anyone could cc: themselves on all your tickets just by
spamming you, but I’m not clear on how that would work, and it could easily be
avoided by only adding the cc:'s when parsing a message from someone who’s
already a cc:, watcher, or originator…

Anyway, i’m starting to ramble here. Does anyone do this now? has anyone done
it and wished they hadn’t?? Note that this RT3 system is used primarily
internally and by trusted clients. In theory it’s not going to get spammed or
beat on by “outsiders”.

Thanks!

Jason Marshall
IT Manager
Katalyst Data Management
KELMAN is now KATALYST! Please visit www.katalystdm.com!

Hi all, sorry for the repeat, just wondering if this even made it
out to the list a week ago, as I never got any replies at all, which
is strange for this very helpful list :slight_smile:

Actually, Jason Smith replied to both you and the mailing list last
week.

I’m not sure if the scrip he recommends addresses any of the security
concerns around allowing random people to CC themselves onto the
ticket. Don’t forget you can always fake From: and use that to add
yourself to a ticket.

-kevin