Adding CC's from an email as Watchers on Create Ticket

Hi

Most of my tickets are created via emails to the RT system. When this happens, the CC’s from the email are not automatically added as Watchers.

Is this possible to change?

Many thanks in advance.

Regards
Alan Deadman
a.deadman@aerocare.com.au

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Hi

Most of my tickets are created via emails to the RT system. When this
happens, the CC’s from the email are not automatically added as
Watchers.

Is this possible to change?

Hi Alan,

I wrote a custom scrip to do this many years ago, see the RT wiki:

http://wiki.bestpractical.com/view/AddWatchersOnCorrespond

~Jason

/------------------------------------------------------------------
| Jason A. Smith Email: smithj4@bnl.gov |
| Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
------------------------------------------------------------------/

Hi

Most of my tickets are created via emails to the RT system. When this
happens, the CC’s from the email are not automatically added as
Watchers.

Is this possible to change?

Hi Alan,

I wrote a custom scrip to do this many years ago, see the RT wiki:

http://wiki.bestpractical.com/view/AddWatchersOnCorrespond

For create there is a config option. The scrip is only really
required for existing tickets

-kevin

Alan,

To do this universally, you want to set the following configuration:
Set($ParseNewMessageForTicketCcs , 1);

To do it on a Queue-by-Queue basis, I added a scrip for that to the wiki for
both create’s and on-going correspondence.

Kenn
LBNLOn Thu, Jul 22, 2010 at 12:54 AM, Kevin Falcone falcone@bestpractical.comwrote:

On Wed, Jul 21, 2010 at 11:22:48PM -0400, Jason A. Smith wrote:

On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote:

Hi

Most of my tickets are created via emails to the RT system. When this
happens, the CC’s from the email are not automatically added as
Watchers.

Is this possible to change?

Hi Alan,

I wrote a custom scrip to do this many years ago, see the RT wiki:

http://wiki.bestpractical.com/view/AddWatchersOnCorrespond

For create there is a config option. The scrip is only really
required for existing tickets

-kevin

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

Hi,

Make sure you set RTAddresRegexp in your config if you are going to use
ParseNewMessageForTicketCCs.

If you don’t, terrible things can happen…

P.S. Kenneth, sorry for the reply to you specifically :stuck_out_tongue: we just switched
email platforms and I wasn’t paying attention to what I was doing :stuck_out_tongue:

Thanks!
Mike.On Thu, Jul 22, 2010 at 10:53 AM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Alan,

To do this universally, you want to set the following configuration:
Set($ParseNewMessageForTicketCcs , 1);

To do it on a Queue-by-Queue basis, I added a scrip for that to the wiki
for both create’s and on-going correspondence.

Kenn
LBNL

On Thu, Jul 22, 2010 at 12:54 AM, Kevin Falcone <falcone@bestpractical.com wrote:

On Wed, Jul 21, 2010 at 11:22:48PM -0400, Jason A. Smith wrote:

On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote:

Hi

Most of my tickets are created via emails to the RT system. When this
happens, the CC’s from the email are not automatically added as
Watchers.

Is this possible to change?

Hi Alan,

I wrote a custom scrip to do this many years ago, see the RT wiki:

http://wiki.bestpractical.com/view/AddWatchersOnCorrespond

For create there is a config option. The scrip is only really
required for existing tickets

-kevin

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

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

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

Alan,

Mike’s point is well-taken. You don’t want and endless list of duplicate
tickets, which will happen if you don’t follow Mike’s point.

Kenn
LBNLOn Thu, Jul 22, 2010 at 8:41 AM, Mike Johnson mike.johnson@nosm.ca wrote:

Hi,

Make sure you set RTAddresRegexp in your config if you are going to use
ParseNewMessageForTicketCCs.

If you don’t, terrible things can happen…

P.S. Kenneth, sorry for the reply to you specifically :stuck_out_tongue: we just switched
email platforms and I wasn’t paying attention to what I was doing :stuck_out_tongue:

Thanks!
Mike.

On Thu, Jul 22, 2010 at 10:53 AM, Kenneth Crocker kfcrocker@lbl.govwrote:

Alan,

To do this universally, you want to set the following configuration:
Set($ParseNewMessageForTicketCcs , 1);

To do it on a Queue-by-Queue basis, I added a scrip for that to the wiki
for both create’s and on-going correspondence.

Kenn
LBNL

On Thu, Jul 22, 2010 at 12:54 AM, Kevin Falcone < falcone@bestpractical.com> wrote:

On Wed, Jul 21, 2010 at 11:22:48PM -0400, Jason A. Smith wrote:

On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote:

Hi

Most of my tickets are created via emails to the RT system. When this
happens, the CC’s from the email are not automatically added as
Watchers.

Is this possible to change?

Hi Alan,

I wrote a custom scrip to do this many years ago, see the RT wiki:

http://wiki.bestpractical.com/view/AddWatchersOnCorrespond

For create there is a config option. The scrip is only really
required for existing tickets

-kevin

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

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


Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

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