CC added via email that follows ticket until resolution

RT Users
1

Hello,

We have been using RT for sometime now at my workplace and recently I
have been placed in charge of it’s administration. Overall I’m quite
pleased with it’s usefulness.

I have a question regarding the use of cc’s in RT 2. I have a queue
used by one department and monitored by three developers. Only three
users in the dept. are allowed create tickets, as per the project
manager’s request. One of the three users is cc’d on every ticket
created. They would like to have the option to add a cc to a ticket
and have that cc live with the ticket for the duration of the ticket.
Right now, AFAIK the “on the fly” cc will only live with the
transaction and every eventual transaction for that ticket will not
include that cc, unless the person that is to be cc’d is added as a
watcher through the web portal. Is there a way of attaching a cc,
through email, at any point during the life-span of the ticket and have
the new cc follow the ticket for each transaction, except comments.

I am new to the list and I am not sure if this has been answered yet.
If so, please point in the direction of any docs.

Thanks in advance
Beno Chapman

2

I have a question regarding the use of cc’s in RT 2. I have a queue
used by one department and monitored by three developers. Only three
users in the dept. are allowed create tickets, as per the project
manager’s request. One of the three users is cc’d on every ticket
created. They would like to have the option to add a cc to a ticket
and have that cc live with the ticket for the duration of the ticket.
Right now, AFAIK the “on the fly” cc will only live with the
transaction and every eventual transaction for that ticket will not
include that cc, unless the person that is to be cc’d is added as a
watcher through the web portal. Is there a way of attaching a cc,
through email, at any point during the life-span of the ticket and have
the new cc follow the ticket for each transaction, except comments.

I use 3 rather than 2, but I think that if you go to the people
section of the ticket explicitly, and modify the lists, you’re
modifying them for the ticket header, rather than a specific
transaction. At least, I’m fairly certain that’s what it does in 3…

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system adminstrator.  Or two.  --me
3

Is there a way of attaching a cc,
through email, at any point during the life-span of the ticket and
have the new cc follow the ticket for each transaction, except
comments.

It’s been awhile since I used rt2, but i’m pretty sure there’s a
config options for it. read the config file.

seph

4

I looked at the config.pm file and found no mention of it.On Mar 17, 2005, at 7:48 AM, seph wrote:

Is there a way of attaching a cc,
through email, at any point during the life-span of the ticket and
have the new cc follow the ticket for each transaction, except
comments.

It’s been awhile since I used rt2, but i’m pretty sure there’s a
config options for it. read the config file.

seph

Beno Chapman
System Administrator
Information Technology
WGBH Educational Foundation

5

I looked at the config.pm file and found no mention of it.

look harder.

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

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

And well, this is free software, so there isn’t a warrantee, but

I disclaim all ability to help you if you do enable this without

modifying IsRTAddress below.

$ParseNewMessageForTicketCcs = undef;

seph