I have ParseNewMessageForTicketCcs enabled and new cases created by email do add CC’d addresses as CC roles on the ticket.
The problem I am having is that any subsequent email communication from people that include new addresses do not get added to roles on the ticket (and thus don’t get updates going forward).
An example would be a user who is communicating on a case CCing their co-worker on an update. I would prefer to have this person added to the case and remain on the case.
I would also prefer to have any new people addressed as a “To” added to case on subsequent emails.
Does anyone have any suggestions?
I have ParseNewMessageForTicketCcs enabled and new cases created by email do add CC’d addresses as CC roles on the ticket.
The problem I am having is that any subsequent email communication from people that include new addresses do not get added to roles on the ticket (and thus don’t get updates going forward).
An example would be a user who is communicating on a case CCing their co-worker on an update. I would prefer to have this person added to the case and remain on the case.
I would also prefer to have any new people addressed as a “To” added to case on subsequent emails.
Does anyone have any suggestions?
do this with a scrip (but may appear to late in your RT workflow) or use
this old patch I already made (it’s for 4.0.6).
NB: you may want to modify this patch as it skips Queues Cc/AdminCc
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ParseMessagesForTicketCcs.patch (2.83 KB)
An example would be a user who is communicating on a case CCing their co-worker on an update. I would prefer to have this person added to the case and remain on the case.
I would also prefer to have any new people addressed as a “To” added to case on subsequent emails.
Please see my addon that handles this in a somewhat secure manner:
http://requesttracker.wikia.com/wiki/LoopIn
Could be improved (e.g., turned into a plugin), but does the job as it is for us. Name
comes from the fact that people who forced me to write this kept saying “looping in
” in their messages :).
Regards,
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
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