CC cant modify tickets

RT Users
1

Hello,

I am having an issue where if there are multi-Cc’s in the email that
opens a ticket the other CC’s cant modify the ticket. The permission
denied comes from line 1720 of the Tickets.pm.

Currently under queue/group permissions I have CC set to

DeleteTicket,ModifyTicket,OwnTicket,ReplyToTicket,SeeQueue,ShowTicket,WAtch,CommentOnTicket,CreateTicket.

I actually set every permission to on at one point to test and was still
getting that permission denied.

any ideas?

thanks

seth

seth@ttsg.com

2

seth wrote:

I am having an issue where if there are multi-Cc’s in the email that
opens a ticket the other CC’s cant modify the ticket. The permission
denied comes from line 1720 of the Tickets.pm.

A CC on ticket submission does not a ticket-CC make.
Ticket CCs are just watchers added to the ticket after creation.

Whether this behaviour should be changed or not is IMO debatable…
without having thought too much about it, it does /seem/ like a
reasonable thing to have, or at least be config.pm’able…

3

Phil Homewood wrote:

A CC on ticket submission does not a ticket-CC make.
Ticket CCs are just watchers added to the ticket after creation.

Whether this behaviour should be changed or not is IMO debatable…
without having thought too much about it, it does /seem/ like a
reasonable thing to have, or at least be config.pm’able…

As has just been pointed out to me…

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;

4

Phil

Thanks for your reply. I do have the

$ParseNewMessageForTicketCcs = 1;

this is setting them as watchers on the queue and they see the updates being made to the ticket they just cant add them. I guess this is working as designed. Does anyone know of anything in contrib (looked but didn’t see anything) that will allow watchers to modify tickets or set people CC’ed on a ticket in the TicketCC group?

thanks

seth

Phil Homewood wrote: