Cc broken in 3.0.6?

RT Users
1

I’m running RT 3.0.6 and have found what is either a bug or a feature that
doesnt work how I’d expect.

If someone sends a ticket to RT by email, say to rt-foo@rt.server.com, and
they add a Cc: randomuser@mail.server.com, then RT will properly grab the
address from the email and stick the Cc: field into RT’s Cc: field.

However, when someone goes and replies to the ticket, the reply only goes to
the ticket and to the requestors. The Cc: addresses do not get Cc:'d on any
replies to the ticket. In fact, it seems RT doesnt do anything at all with the
ticket but to stick it into a field in the database.

Is this a known bug? Is there a known fix? Or am I doing something wrong?

2

Craig Schenk wrote:

I’m running RT 3.0.6 and have found what is either a bug or a feature that
doesnt work how I’d expect.

If someone sends a ticket to RT by email, say to rt-foo@rt.server.com, and
they add a Cc: randomuser@mail.server.com, then RT will properly grab the
address from the email and stick the Cc: field into RT’s Cc: field.

However, when someone goes and replies to the ticket, the reply only goes to
the ticket and to the requestors. The Cc: addresses do not get Cc:'d on any
replies to the ticket. In fact, it seems RT doesnt do anything at all with the
ticket but to stick it into a field in the database.

Is this a known bug? Is there a known fix? Or am I doing something wrong?
You should look in your scrips. I think you don’t have notification
scrips for CC’ers.
Best. Ruslan.

3

I’m running RT 3.0.6 and have found what is either a bug or a feature that
doesnt work how I’d expect.

If someone sends a ticket to RT by email, say to rt-foo@rt.server.com, and
they add a Cc: randomuser@mail.server.com, then RT will properly grab the
address from the email and stick the Cc: field into RT’s Cc: field.

However, when someone goes and replies to the ticket, the reply only goes to
the ticket and to the requestors. The Cc: addresses do not get Cc:'d on any
replies to the ticket. In fact, it seems RT doesnt do anything at all with the
ticket but to stick it into a field in the database.

Is this a known bug? Is there a known fix? Or am I doing something wrong?

Known configuration, I believe. Check out RT_SiteConfig.pm for this:

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

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

Set($ParseNewMessageForTicketCcs , 1);

bobg

4

You should look in your scrips. I think you don’t have notification
scrips for CC’ers.

I havent changed any of the scrips. Is there a configuration option I need to
set to make this feature work?