CC: and BCC: fields when Commenting

RT Users
#1

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

#2

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

–

#3

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