CC field question

When you comment on a ticket, there is a text box that is labelled as
the CC field. If you add an address to that field, will RT sent an
email to that person regardless of what scrips are in place, or is
that one-time CC held to the same rules (due to scrips) as the regular
CC people on the ticket?

The reason I’m asking is because it was my understanding that when
adding a CC address when commenting, that they would recieve and email
regardless, but it doesn’t seem to be working that way. In fact, our
install of rt isn’t sending email to even the CCs set on ticket
creation. Is this due to scrip problems? Is just having the
addresses not enough, do I need a scrip that tells rt that it should
actually send mail to the CC people?

Thanks for any help,

Nate

We use cc’s to ask questions and inform parties who are not the requestor
or watchers.

Yes, it should send out an email to that person(s) for that one time only.
If it isn’t, check your mail log.On Tue, 19 Oct 2004, Nathan Kroll wrote:

}When you comment on a ticket, there is a text box that is labelled as
}the CC field. If you add an address to that field, will RT sent an
}email to that person regardless of what scrips are in place, or is
}that one-time CC held to the same rules (due to scrips) as the regular
}CC people on the ticket?
}
}The reason I’m asking is because it was my understanding that when
}adding a CC address when commenting, that they would recieve and email
}regardless, but it doesn’t seem to be working that way. In fact, our
}install of rt isn’t sending email to even the CCs set on ticket
}creation. Is this due to scrip problems? Is just having the
}addresses not enough, do I need a scrip that tells rt that it should
}actually send mail to the CC people?
}
}Thanks for any help,
}
}Nate
}_______________________________________________
}http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
}
}Be sure to check out the RT wiki at http://wiki.bestpractical.com
}

Matthew Joseff, Director Technical Operations
§ 703.519.1066 (f) 703.548.9151 (m) 202.415.6261
YellowBrix - Transforming Content Into Action.

We use cc’s to ask questions and inform parties who are not the
requestor
or watchers.

Yes, it should send out an email to that person(s) for that one time
only.
If it isn’t, check your mail log.

My understanding is that ALL mail (with the exception of “abnormal
conditions” such as permission denied, etc…) that might be sent is
triggered by a scrip and handled by one of the templates.

Thus, whether mail gets sent when you fill in the CC box depends on if
you have an appropriate scrip.

}When you comment on a ticket, there is a text box that is labelled as
}the CC field. If you add an address to that field, will RT sent an
}email to that person regardless of what scrips are in place, or is
}that one-time CC held to the same rules (due to scrips) as the
regular
}CC people on the ticket?

I think these are “other recipients”, and thus not handled exactly the
same way as (regular) Cc’s. However, it is still done via a scrip.

}The reason I’m asking is because it was my understanding that when
}adding a CC address when commenting, that they would recieve and
email
}regardless, but it doesn’t seem to be working that way. In fact, our
}install of rt isn’t sending email to even the CCs set on ticket
}creation. Is this due to scrip problems? Is just having the
}addresses not enough, do I need a scrip that tells rt that it should
}actually send mail to the CC people?

The latter. The default installation does not have (or did not) a scrip
that covers “on create notify ccs …”.

Jim

There seems to be a lot of confusion over “Other Recipients”.

Perhaps “One Time Recipients” or something similar would be a better naming
nomenclature for them.

-jdOn Tue, 19 Oct 2004, Jim Rowan wrote:

We use cc’s to ask questions and inform parties who are not the
requestor
or watchers.

Yes, it should send out an email to that person(s) for that one time
only.
If it isn’t, check your mail log.

My understanding is that ALL mail (with the exception of “abnormal
conditions” such as permission denied, etc…) that might be sent is
triggered by a scrip and handled by one of the templates.

Thus, whether mail gets sent when you fill in the CC box depends on if
you have an appropriate scrip.

On Tue, 19 Oct 2004, Nathan Kroll wrote:

}When you comment on a ticket, there is a text box that is labelled as
}the CC field. If you add an address to that field, will RT sent an
}email to that person regardless of what scrips are in place, or is
}that one-time CC held to the same rules (due to scrips) as the
regular
}CC people on the ticket?

I think these are “other recipients”, and thus not handled exactly the
same way as (regular) Cc’s. However, it is still done via a scrip.

}The reason I’m asking is because it was my understanding that when
}adding a CC address when commenting, that they would recieve and
email
}regardless, but it doesn’t seem to be working that way. In fact, our
}install of rt isn’t sending email to even the CCs set on ticket
}creation. Is this due to scrip problems? Is just having the
}addresses not enough, do I need a scrip that tells rt that it should
}actually send mail to the CC people?

The latter. The default installation does not have (or did not) a scrip
that covers “on create notify ccs …”.

Jim


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at http://wiki.bestpractical.com