Adding CCs as requesters on create

RT Users
1

Hi All…

When an email comes in and creates a ticket, is it possible to have RT 3.4
add the CCs as CCs in the ticket or as requestors?

Thanks…

Jim

2

When an email comes in and creates a ticket, is it possible to have RT
3.4 add the CCs as CCs in the ticket or as requestors?

Read the docs, it’s a config file option.

seph

3

I did that, but I guess I missed it… I’ll look again…–On Saturday, June 04, 2005 4:02 PM -0400 seph seph@directionless.org wrote:

When an email comes in and creates a ticket, is it possible to have RT
3.4 add the CCs as CCs in the ticket or as requestors?

Read the docs, it’s a config file option.

seph

4

I found it, thanks Seph. I added:

Set($ParseNewMessageForTicketCcs , 1);

Set($RTAddressRegexp , ‘^support-test@mydomain.com$’);

To the RT_SiteConfig.pm module. I tried this with and without commenting
it out in the RT_Config.pm file, but still no luck. RT3.4 will open the
ticket, and if I then use RT to look at the full headers, I see

CC: Eric Swidey eric@trin-it.comSubject: test after comment out
Date: Sat, 04 Jun 2005 17:50:49 -0400
To: support-test@mydomain.com
From: Jim Archer jim@archer.net

So the CC is there in the header, but RT does not parse it out. When
looking at the ticket, under “People” I see:

Owner: Nobody
Requestors: jim@archer.net
Cc:
AdminCc:

Could this be related to the case of the CC in the header created by my
mail client, or is there something else I am missing?

Thanks…

Jim

5

Quoting Jim Archer jim@archer.net:

I found it, thanks Seph. I added:

Set($ParseNewMessageForTicketCcs , 1);

Set($RTAddressRegexp , ‘^support-test@mydomain.com$’);

To the RT_SiteConfig.pm module. I tried this with and without commenting
it out in the RT_Config.pm file, but still no luck. RT3.4 will open the
ticket, and if I then use RT to look at the full headers, I see

CC: Eric Swidey eric@trin-it.com
Subject: test after comment out
Date: Sat, 04 Jun 2005 17:50:49 -0400
To: support-test@mydomain.com
From: Jim Archer jim@archer.net

So the CC is there in the header, but RT does not parse it out. When
looking at the ticket, under “People” I see:

Owner: Nobody
Requestors: jim@archer.net
Cc:
AdminCc:

Could this be related to the case of the CC in the header created by my
mail client, or is there something else I am missing?

I hate having to ask this, but you did stop and restart apache after making
those changes, right?

6

So the CC is there in the header, but RT does not parse it out.

did you restart RT? (via apache stop and start, not apache restart)

this will only effect new mails, not previous ones. the cc is parsed
on incoming email.

seph

7

Yes, I stopped Apache completely, then started it, then sent new emails in.
No joy…–On Saturday, June 04, 2005 9:14 PM -0400 seph seph@directionless.org wrote:

So the CC is there in the header, but RT does not parse it out.

did you restart RT? (via apache stop and start, not apache restart)

this will only effect new mails, not previous ones. the cc is parsed
on incoming email.

seph

8

Jim Archer wrote:

I found it, thanks Seph. I added:

Set($ParseNewMessageForTicketCcs , 1);
AFAIK this option adds Ccs(that are listed in the mail) to the ticket’s
Ccs list(Cc watchers). Please, check it.
Try to add some privileged user to mail Cc list to be shure that this
feature doesn’t fail because of permissions.