CC: and BCC: fields when Commenting

RT 3.6.4. This is what I am trying:

  1. Start a Comment on a ticket.
  2. Add a CC: email address
  3. Add a BCC: email address.
  4. Write some comment.
  5. Submit.

Results: Comment gets posted to ticket. No email gets sent to CC: or
BCC:. In the web view, in the newly added comment it says RT-Send-CC:
with the address I entered for the CC:, but no email was sent to that
address.

So, I thought hrmm, that’s weird, so I looked at the global scrips and
did not see one that would send to CCs on Comment. So I defined:

On Comment Notify Ccs as Comment with template Admin Comment

I confirm that this is now applied to all of my queues. I take the same
test ticket and repeat the procedure, still no email sent.

The logs show this (scrip 46 is my newly created scrip):

Sep 7 13:39:11 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=userforcc@cis.uab.edu => Address1:
, Address2: , EmailAddress: userforcc@cis.uab.edu, ExternalAuthId:
userforcc, ExternalContactInfoId:
uid=userforcc,ou=People,dc=cis,dc=uab,dc=edu, Gecos: userforcc, Name:
userforcc, Organization: , RealName: User For CC, WorkPhone:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 7 13:39:11 cherokee RT: RT::User::CanonicalizeEmailAddress
userforcc@cis.uab.edu => userforcc@cis.uab.edu
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:347)
Sep 7 13:39:11 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=userforbcc@cis.uab.edu => Address1:
, Address2: , EmailAddress: userforbcc@cis.uab.edu, ExternalAuthId:
userforbcc, ExternalContactInfoId:
uid=userforbcc,ou=People,dc=cis,dc=uab,dc=edu, Gecos: userforbcc, Name:
userforbcc, Organization: , RealName: User For BCC, WorkPhone:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
[snip other scrip processing]
Sep 7 13:39:11 cherokee RT:
rt-3.6.4-11987-1189190351-1682.6783-46-0@cis.uab.edu #6783/81180 -
Scrip 46 OnCommentNotifyCCsAndBCCsAsComment
(/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245)
Sep 7 13:39:11 cherokee RT:
rt-3.6.4-11987-1189190351-1682.6783-46-0@cis.uab.edu No recipients
found. Not sending. (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:257)
Sep 7 13:39:11 cherokee RT: Use of uninitialized value in pattern match
(m//) at /usr/local/rt-3.6.4/lib/RT/Interface/Web.pm line 1392.
(/usr/local/rt-3.6.4/lib/RT/Interface/Web.pm:1392)
Sep 7 13:39:11 cherokee RT: Use of uninitialized value in pattern match
(m//) at /usr/local/rt-3.6.4/lib/RT/Interface/Web.pm line 1392.
(/usr/local/rt-3.6.4/lib/RT/Interface/Web.pm:1392)

Am I not understanding how those CC and BCC fields should work when
Commenting? They work when Replying. Do they depend on a scrip being
defined, or is this inherent behavior? And if they do depend on a scrip
being defined, did I mis-define my scrip?

Thanks,
Fran

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham

205.934.0653

Fran,

Ccs and Bccs that you type while adding a comment or reply are
counted as “Other Recipients” in the scrip world. From the behavior
you describe I’m guessing you have:

On Correspond Notify Other Recipients using Template some-template

but notOn Comment Notify Other Recipients as Comment using Template some-template The “Notify Ccs as Comment” action will only notify Cc watchers, not Ccs you type on the comment screen. Steve At Friday 9/7/2007 03:00 PM, Fran Fabrizio wrote:

Am I not understanding how those CC and BCC fields should work when
Commenting? They work when Replying. Do they depend on a scrip being
defined, or is this inherent behavior? And if they do depend on a scrip
being defined, did I mis-define my scrip?

Thanks,
Fran

The “Notify Ccs as Comment” action will only notify Cc watchers, not
Ccs you type on the comment screen.
Very tricky. :slight_smile:

Thanks Steve, I’ll alter my On Comment scrip.

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham

205.934.0653