Cc and admincc addresses

RT Users
1

Cc and admincc addresses are not showing up on email replies etc. when sent
from rt to MS Exchange? Where should I be looking to make these appear?

sendmail 8.2.8
Rh9
rt3

Thanks,

Scott Carpenter
DCERT Engineer

scott.carpenter@dc.gov

2

Cc and admincc addresses are not showing up on email replies etc. when sent
from rt to MS Exchange? Where should I be looking to make these appear?

RT mostly Bccs things, rather than explicitly Ccing them, in an effort
to prevent end-users from replying directly to ccs/adminccs, rather than
through RT.

sendmail 8.2.8
Rh9
rt3

Thanks,

Scott Carpenter
DCERT Engineer

scott.carpenter@dc.gov

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3

Cc and admincc addresses are not showing up on email replies etc.
when sent
from rt to MS Exchange? Where should I be looking to make these
appear?

RT mostly Bccs things, rather than explicitly Ccing them, in an effort
to prevent end-users from replying directly to ccs/adminccs, rather
than
through RT.

To get around this I’ve created queue templates which contain the
following:

Correspondence Template:

Email Recipients
Requestor: {$Ticket->RequestorAddresses}
{ if ($tcc=$Ticket->CcAddresses) { " Ticket Ccs: " . $tcc } }
{ if ($qcc=$Ticket->QueueObj->CcAddresses) { " Queue Ccs: " . $qcc
} }
{ if ($acc=$Ticket->AdminCcAddresses) { " Ticket AdminCcs: " . $acc } }
Queue AdminCcs: {$Ticket->QueueObj->AdminCcAddresses}

Comment Template:

Email Recipients
{ if ($acc=$Ticket->AdminCcAddresses) { "Ticket AdminCcs: " . $acc } }
Queue AdminCcs: {$Ticket->QueueObj->AdminCcAddresses}

This way, it avoids the “Reply to All” scenario, but shows who received
them email.

It was a common complaint… “How do I know if anyone else received
this!?”

BJ.