Autoreply for CC

Hi,

I am using RT 3.8.7.
When RT sends back a acknowledgment to requestor it is not including CC
addresses from mail.
How can I make this happen? RT should send a mail to requestor and separate
mail to CC addresses.
View this message in context: http://old.nabble.com/Autoreply-for-CC-tp29322678p29322678.html

You need to create a scrip to send to CC’s. Just like the requestor
one.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of jendras
Sent: Monday, August 02, 2010 2:38 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Autoreply for CC

Hi,

I am using RT 3.8.7.
When RT sends back a acknowledgment to requestor it is not including CC
addresses from mail.
How can I make this happen? RT should send a mail to requestor and
separate
mail to CC addresses.
View this message in context:
http://old.nabble.com/Autoreply-for-CC-tp29322678p29322678.html

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

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and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for
any damages sustained as a result of any such viruses.

I have changed /opt/rt3/lib/RT/Action/Autoreply.pm file to:

sub SetRecipients {
my $self=shift;
push(@{$self->{‘To’}},
$self->TicketObj->Requestors->MemberEmailAddresses);
push(@{$self->{‘Cc’}}, $self->TicketObj->Cc->MemberEmailAddresses);
push(@{$self->{‘Cc’}},
$self->TicketObj->QueueObj->Cc->MemberEmailAddresses);
return(1);
}

But then even normal autoreply is not working.

Do you have another idea?

Mark Jenks-2 wrote:

You need to create a scrip to send to CC’s. Just like the requestor
one.

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of jendras
Sent: Monday, August 02, 2010 2:38 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Autoreply for CC

Hi,

I am using RT 3.8.7.
When RT sends back a acknowledgment to requestor it is not including CC
addresses from mail.
How can I make this happen? RT should send a mail to requestor and
separate
mail to CC addresses.

View this message in context:
http://old.nabble.com/Autoreply-for-CC-tp29322678p29322678.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the
email message, including attachments,
and any copies thereof. Although we have taken precautions to minimize
the risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is
virus-free, and we accept no liability for
any damages sustained as a result of any such viruses.

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

View this message in context: http://old.nabble.com/Autoreply-for-CC-tp29322678p29325190.html

Jendras,

A couple things to keep in mind:

  1. Like Mark said, you have to make sure you have a scrip for that Queue
    (or Globally) that will trigger a notification to CC’s for whatever
    condition you want this to be on.
  2. Beyond that, you haven’t specified if these Cc’s you mentioned were
    "Queue Watcher" Cc’s or Cc’s that were merely on the original email that
    created the ticket. This is important because those are two different types
    of Cc’s. BECAUSE:
    1. Cc’s from email does NOT automatically become Cc’s for a ticket. To
      do that you need to add them. This can happen 1 of 3 ways:
      1. Manually. Not a lot of fun, which is why there is the next
        option.
      2. Create two scrips to add ALL Cc’s for “OnCreate” and
        "OnCorrespond" to an individual ticket. This would be on a
        "Queue-byQueue"
        basis, in case some Queue managers didn’t want these Cc’s to
        automatically
        get email.
      3. Use the RT Config setting to “Parse” Cc’s for ALL Queues
        Globally (see you RT_Config.pm file for the details).
    2. If these Cc’s are the people that are ALWAYS interested in what’s
      going on in a Queue, then these Cc’s are “Queue Watcher” Cc’s and you set
      them up in “Basics” when you create a Queue.

That’s about it. Think hard about how you want to do it. There’s code in the
wiki that will do the parsing of Cc’s on a “Queue-by-Queue” basis.

Hope this helps.

Kenn
LBNLOn Mon, Aug 2, 2010 at 6:25 AM, jendras jendras@jendras.com wrote:

I have changed /opt/rt3/lib/RT/Action/Autoreply.pm file to:

sub SetRecipients {
my $self=shift;
push(@{$self->{‘To’}},
$self->TicketObj->Requestors->MemberEmailAddresses);
push(@{$self->{‘Cc’}}, $self->TicketObj->Cc->MemberEmailAddresses);
push(@{$self->{‘Cc’}},
$self->TicketObj->QueueObj->Cc->MemberEmailAddresses);
return(1);
}

But then even normal autoreply is not working.

Do you have another idea?

Mark Jenks-2 wrote:

You need to create a scrip to send to CC’s. Just like the requestor
one.

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of jendras
Sent: Monday, August 02, 2010 2:38 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Autoreply for CC

Hi,

I am using RT 3.8.7.
When RT sends back a acknowledgment to requestor it is not including CC
addresses from mail.
How can I make this happen? RT should send a mail to requestor and
separate
mail to CC addresses.

View this message in context:
http://old.nabble.com/Autoreply-for-CC-tp29322678p29322678.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the
email message, including attachments,
and any copies thereof. Although we have taken precautions to minimize
the risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is
virus-free, and we accept no liability for
any damages sustained as a result of any such viruses.

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


View this message in context:
http://old.nabble.com/Autoreply-for-CC-tp29322678p29325190.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com