Automatically add CCs to a ticket based on creation

RT Users
1

Hi all,

Sometimes users will copy other employees in their questions to the help
desk. How can we setup RT 3.2.1 so that these people will automatically
receive updates, etc. as would the person who had created the ticket?

thanks
Chris

2

Yes you can :
Set it in RT_SiteConfig.pm :

#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);

Then set up a scrip action to notify Requestors and CC …

Roy----- Original Message -----
From: “Covington, Chris” ccovington@plusone.com
To: rt-users@lists.bestpractical.com
Sent: Saturday, February 12, 2005 1:13 PM
Subject: [rt-users] Automatically add CCs to a ticket based on creation

Hi all,

Sometimes users will copy other employees in their questions to the help
desk. How can we setup RT 3.2.1 so that these people will automatically
receive updates, etc. as would the person who had created the ticket?

thanks
Chris
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

3

Roy,

Thanks, I missed those RT_SiteConfig.pm parameters. Could you elaborate
on “Then set up a scrip action to notify Requestors and CC …”? I’m not
sure how to do that.

Chris-----Original Message-----
From: Raed El - Hames [mailto:r@elhames.co.uk]
Sent: Saturday, February 12, 2005 12:26 PM
To: Covington, Chris; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Automatically add CCs to a ticket based on
creation

Yes you can :
Set it in RT_SiteConfig.pm :

#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);

Then set up a scrip action to notify Requestors and CC …

Roy

----- Original Message -----
From: “Covington, Chris” ccovington@plusone.com
To: rt-users@lists.bestpractical.com
Sent: Saturday, February 12, 2005 1:13 PM
Subject: [rt-users] Automatically add CCs to a ticket based on creation

Hi all,

Sometimes users will copy other employees in their questions to the help
desk. How can we setup RT 3.2.1 so that these people will automatically
receive updates, etc. as would the person who had created the ticket?

thanks
Chris
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training@bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

4

Chris;

From Configuration->Global->Scrips create new scrip and set :
Condition: On Correspond
Action: Notify Requestors and Ccs
Template: Correspondence (Or whatever template you have for update
notification)
Stage: TransactionCreate (Its always TransactionCreate)

You do need to get a good understanding of your scrips, these are your RT
system

Roy----- Original Message -----
From: “Covington, Chris” ccovington@plusone.com
To: “Raed El - Hames” r@elhames.co.uk; rt-users@lists.bestpractical.com
Sent: Monday, February 14, 2005 2:37 PM
Subject: RE: [rt-users] Automatically add CCs to a ticket based on creation

Roy,

Thanks, I missed those RT_SiteConfig.pm parameters. Could you elaborate
on “Then set up a scrip action to notify Requestors and CC …”? I’m not
sure how to do that.

Chris

-----Original Message-----
From: Raed El - Hames [mailto:r@elhames.co.uk]
Sent: Saturday, February 12, 2005 12:26 PM
To: Covington, Chris; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Automatically add CCs to a ticket based on
creation

Yes you can :
Set it in RT_SiteConfig.pm :

#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);

Then set up a scrip action to notify Requestors and CC …

Roy

----- Original Message -----
From: “Covington, Chris” ccovington@plusone.com
To: rt-users@lists.bestpractical.com
Sent: Saturday, February 12, 2005 1:13 PM
Subject: [rt-users] Automatically add CCs to a ticket based on creation

Hi all,

Sometimes users will copy other employees in their questions to the help
desk. How can we setup RT 3.2.1 so that these people will automatically
receive updates, etc. as would the person who had created the ticket?

thanks
Chris
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training@bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com