Adding permanent Cc functionality when replying to a ticket

RT Developers
1

Hi everyone,
I have to modify RT to be able to add permanent Ccs to a ticket when adding correspondence (replying). To do this, I’m looking into modifying the UpdateCc file, and I’m unsure of how to proceed. I know that one-time ccs are already baked in to RT, but how do I add a new field that will add users permanently as a cc on a ticket? I know how to add the UI for the new field, but the functionality is confusing. Where are Ccs added exactly? I know I can put the new field into a callback, but when is that fired? Is there another way to do this that would work better?

Hudson Finn
Automatic Distrubutors
IT dept.
hfinn@autodist.com

2

Hi Hudson

Is that not in the “People” portlet on the ticket, where you can add a new watcher as a cc? Or am I misunderstanding what youre trying to do

regards
Garry

3

That does work, but we want to make it so people can add Ccs right from the reply page without tabbing over to the people page.

4

Anyone have any ideas?

5

Do you have a “Jumbo” tab, with all (or most) of the editable fields in one page? It seems to be at share/html/Ticket/ModifyAll.html in my (rt5) install.

6

Yeah the jumbo tab exists.

7

You can do that in the people section of metadata on the ticket page.

But yes, i think it can be a greed feature to have something more “intuitive”. If the “temporary CC, Bcc” become a list of definitive “To, Cc, Bcc”. Something more natural to work like a webmail.