CC not receiving email

I was able to disable LDAP to use the all the fields in opening a new ticket
without LDAP externally verifying all the fields. However, I ran into a new
problem, when opening a new ticket, email address in the Cc field is not going
out. I’ve searched the list and found that I possibly might need to edit the
RT_SiteConfig.pm file and modify the $ParseNewMessageForTicketCcs and/or the
$RTAddressRegexp setting.

However, I do not see any of the above parameters in RT_SiteConfig.pm, do I
need to add/modify or do something different to get email address in Cc field
going out? Additionally, email does go out to the Requestor and Admin Cc, just
not for the Cc.

RT 3.6.3 on Solaris 10. Thank you.

Regards,

Mike

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Mike,

Do you have a scrip with the condition set to "On Status Change" with 

the action set to “Notify Others”? If you specifically want only certain
status changes, then you need to make the condition “User Defined” and
write a perl scrip something like

return ($self->TransactionObj->Type eq “Status” &&
$self->TransactionObj->NewValue eq “xxxxxx”);

where xxxxxx equals the status you want the action to react to.

Keep in mind that “Cc’s” as watchers are not the same as “cc’s” in the
people section of a ticket.

Hope this helps.

Kenn
LBNL

mailing list wrote:

Do you have a scrip with the condition set to “On Status Change” with
the action set to “Notify Others”? If you specifically want only certain
status changes, then you need to make the condition “User Defined” and
write a perl scrip something like

Thanks Ken, this helps. I investigated the scrips configuration and there was
no “On Create Notify” for Cc. However, there were scrips for Requestor and
Admin Cc. Hence, I mimic the setup for “On Create Notify” from Admin Cc for
Cc. I thought “On Create Notify” was default for all fields, but guess it was
not. Tested with new tickets and it works, problem solved.

Regards,

Mike

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