Autoreply to CCs?

Hi All…

I noticed that my RT 3.4 installation does not autoreply to the CCs on the
email, just to the email address listed in the To: field of the email that
created the ticket.

It seems that it would be desirable to auto reply to the CCs upon ticket
creation, so that if any of them have something to contribute they can and
have it captured in the ticket.

Does this make sense, or is there a problem I am missing?

I looked at the scripts and saw that the auto reply script seems to be a
special case. Is there a way to configure the autoreply script to reply to
CCs in addition to the email listed in the TO: header?

Thanks…

Jim Archer wrote:

It seems that it would be desirable to auto reply to the CCs

Yep, we do that. We use a template with slightly different wording,
like so:

username@rice.edu contacted the Rice IT Help Desk
with a request for help. They asked us to notify you.

etc.

Is there a way to configure the autoreply script to reply
to CCs in addition to the email listed in the TO: header?

I just used Notify, not Autoreply.

On Create
Notify Ccs
with template Autoreply CC Only

I suppose that if a nonprivileged user made a ticket listing
someone else as the requestor and themselves as the CC, then
they wouldn’t get the reply (per the NotifyActor setting).
Not a big deal, really, since they can’t view/modify the
ticket in the self service web interface anyway.

Rick R.

Rick Russell
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Don’t have RT 3.4 here, but Im on RT 3.2.
Do you have
Set($ParseNewMessageForTicketCcs , 1);
on your config ?On Thu, 2005-06-23 at 02:22 -0400, Jim Archer wrote:

Hi All…

I noticed that my RT 3.4 installation does not autoreply to the CCs on the
email, just to the email address listed in the To: field of the email that
created the ticket.

It seems that it would be desirable to auto reply to the CCs upon ticket
creation, so that if any of them have something to contribute they can and
have it captured in the ticket.

Does this make sense, or is there a problem I am missing?

I looked at the scripts and saw that the auto reply script seems to be a
special case. Is there a way to configure the autoreply script to reply to
CCs in addition to the email listed in the TO: header?

Thanks…


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Hi Rick and thanks very much. Comments below.

Jim Archer wrote:

It seems that it would be desirable to auto reply to the CCs

Yep, we do that. We use a template with slightly different wording,
like so:

username@rice.edu contacted the Rice IT Help Desk
with a request for help. They asked us to notify you.

etc.

Good idea, I had not thought of that, thanks!

Is there a way to configure the autoreply script to reply
to CCs in addition to the email listed in the TO: header?

I just used Notify, not Autoreply.

On Create
Notify Ccs
with template Autoreply CC Only

I don’t understand. Do you mean to use the notify script in addition to
the autoreply script?

Do you have
Set($ParseNewMessageForTicketCcs , 1);
on your config ?

Thank you for the reply. Yes, I do.