Auto take CC from email to Ticket

RT Users
1

Hi All

If a requestor sends an email with cc header, is there a way that can
automatically be added as CC or Admin CC into the ticket ?

In other words it would be nice if it works like email. When someone sends an
email you can use reply-all and that automatically adds the cc

Currently we manually add the email addresses from the cc header to the CC of a
ticket.

Thanks

Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There’s no place like 127.0.0.1

2

Asif Iqbal wrote:

Hi All

If a requestor sends an email with cc header, is there a way that can
automatically be added as CC or Admin CC into the ticket ?

In other words it would be nice if it works like email. When someone sends an
email you can use reply-all and that automatically adds the cc

Currently we manually add the email addresses from the cc header to the CC of a
ticket.

There is a variable in the RT config:

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine

Ticket ‘Cc’ watchers from the To and Cc lines of incoming messages

Be forewarned that if you have any addresses which forward mail to

RT automatically and you enable this option without modifying

“RTAddressRegexp” below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , 1);

3

Asif Iqbal wrote:

Hi All

If a requestor sends an email with cc header, is there a way that can
automatically be added as CC or Admin CC into the ticket ?

In other words it would be nice if it works like email. When someone sends an
email you can use reply-all and that automatically adds the cc

Currently we manually add the email addresses from the cc header to the CC of a
ticket.

There is a variable in the RT config:

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine

Ticket ‘Cc’ watchers from the To and Cc lines of incoming messages

Be forewarned that if you have any addresses which forward mail to

RT automatically and you enable this option without modifying

“RTAddressRegexp” below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , 1);

In that case it would be nice if there were a Reply All button. So then you
will have a choice to reply to all or just the requestor

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There’s no place like 127.0.0.1

4

Asif Iqbal wrote:

Hi All

If a requestor sends an email with cc header, is there a way that can
automatically be added as CC or Admin CC into the ticket ?

In other words it would be nice if it works like email. When someone sends an
email you can use reply-all and that automatically adds the cc

Currently we manually add the email addresses from the cc header to the CC of a
ticket.

There is a variable in the RT config:

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine

Ticket ‘Cc’ watchers from the To and Cc lines of incoming messages

Be forewarned that if you have any addresses which forward mail to

RT automatically and you enable this option without modifying

“RTAddressRegexp” below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , 1);

Is there a way to setup this for a specific queue ?

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There’s no place like 127.0.0.1