Automatically including initial requestor email's CCs as CCs for the whole RT process

RT Users
1

Here is what I need to do (in case the subject line is not too clear):

When a requestor sends a request to my RT queue with additional people as
CC, I would like RT to include all those CCs in all further correspondence
(from the “your request has been approved” message all the way to “you
request has been resolved”). The way I see it, RT needs to analyze the
requestor’s email header, find the CC: field and add the names from the
email’s CC to the CC of the queue, or something like that…

Anyone ever thought about doing this, is it possible? I know RT is pretty
flexible but can we go this far? =)

Any ideas/comments are welcome. Thank you.

Boris

2

Here is what I need to do (in case the subject line is not too clear):

When a requestor sends a request to my RT queue with additional people as
CC, I would like RT to include all those CCs in all further correspondence
(from the “your request has been approved” message all the way to “you
request has been resolved”). The way I see it, RT needs to analyze the
requestor’s email header, find the CC: field and add the names from the
email’s CC to the CC of the queue, or something like that…

Anyone ever thought about doing this, is it possible? I know RT is pretty
flexible but can we go this far? =)

Any ideas/comments are welcome. Thank you.

You might want to read through RT’s configuration file, paying
particular attention to ParseNewMessageForTicketCcs.

Jesse

Boris

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3

Here is what I need to do (in case the subject line is not too clear):

When a requestor sends a request to my RT queue with additional people as
CC, I would like RT to include all those CCs in all further correspondence
(from the “your request has been approved” message all the way to “you
request has been resolved”). The way I see it, RT needs to analyze the
requestor’s email header, find the CC: field and add the names from the
email’s CC to the CC of the queue, or something like that…

Anyone ever thought about doing this, is it possible? I know RT is pretty
flexible but can we go this far? =)

Any ideas/comments are welcome. Thank you.

You might want to read through RT’s configuration file, paying
particular attention to ParseNewMessageForTicketCcs.

I tried this myself but can’t get it to work. I’ve tried all the
following my my RT_SiteConfig.pm:

Set($ParseNewMessageForTicketCcs , 1);
Set($ParseNewMessageForTicketCcs , true);
Set($ParseNewMessageForTicketCcs , ‘true’);

Please let me know what I’m doing wrong. Thanks.
Amy Tanner
amy@real-time.com

4

I tried this myself but can’t get it to work. I’ve tried all the
following my my RT_SiteConfig.pm:

Set($ParseNewMessageForTicketCcs , 1);
Set($ParseNewMessageForTicketCcs , true);
Set($ParseNewMessageForTicketCcs , ‘true’);

Please let me know what I’m doing wrong. Thanks.

you could start by telling us what doesn’t work. Specifically, are
people who were cc’ed on the original mail not getting added as ticket
CCs, or are they not getting follow-up messages? If only the latter,
check your scrips.

seph