Cc only kinda working

I have RT 3.4.4 installed and has been used for a while now. Here’s my
problem:

In a ticket that already exists, a user click reply. IF the user adds an
email address into “CC” at the top of the ticket (right above the “subject"
field) the email does not go to that recipient. Now, anyone that is on the
"cc” list below the “Message” box on the ticket gets a copy of it just fine
(i.e. the watch as cc people).

What am i obviosuly overlooking here?

Thanks!

_Kate Wilson

You need a Scrip that says “On Correspond Notify Ccs with template
Correspondence”. You probably just have one that says “On Correspond Notify
AdminCcs with template Correspondence”.

Kris-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of kate.wilson
Sent: Wednesday, April 26, 2006 2:04 PM
To: 'rt-users@lists.bestpractical.com’
Subject: [rt-users] cc only kinda working

I have RT 3.4.4 installed and has been used for a while now. Here’s my
problem:

In a ticket that already exists, a user click reply. IF the user adds an
email address into “CC” at the top of the ticket (right above the “subject"
field) the email does not go to that recipient. Now, anyone that is on the
"cc” list below the “Message” box on the ticket gets a copy of it just fine
(i.e. the watch as cc people).

What am i obviosuly overlooking here?

Thanks!

_Kate Wilson

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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:

Thank you for the response!

I have the default already set up:
“On Correspond Notify Requestors and Ccs with template Correspondence”

and it does notify CC’s that have been assigned below the message text bow,
just not the one above it.-----Original Message-----
From: Kristopher Lusk [mailto:klusk@brit.com]
Sent: Wednesday, April 26, 2006 3:26 PM
To: ‘kate.wilson’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

You need a Scrip that says “On Correspond Notify Ccs with template
Correspondence”. You probably just have one that says “On Correspond Notify
AdminCcs with template Correspondence”.

Kris

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of kate.wilson
Sent: Wednesday, April 26, 2006 2:04 PM
To: 'rt-users@lists.bestpractical.com’
Subject: [rt-users] cc only kinda working

I have RT 3.4.4 installed and has been used for a while now. Here’s my
problem:

In a ticket that already exists, a user click reply. IF the user adds an
email address into “CC” at the top of the ticket (right above the “subject"
field) the email does not go to that recipient. Now, anyone that is on the
"cc” list below the “Message” box on the ticket gets a copy of it just fine
(i.e. the watch as cc people).

What am i obviosuly overlooking here?

Thanks!

_Kate Wilson

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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:

You’re welcome.

Hmmm that’s interesting. Well, I’m not sure how to fix that in the code.
But if you click the [Save Changes] button before you click the [Update
Ticket] button, don’t the new CCs you add in the ‘CC:’ text box get added to
the list of recipients below the ‘Message:’ text box?

Kris-----Original Message-----
From: kate.wilson [mailto:kate.wilson@inforonics.com]
Sent: Wednesday, April 26, 2006 2:32 PM
To: ‘Kristopher Lusk’; kate.wilson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

Thank you for the response!

I have the default already set up:
“On Correspond Notify Requestors and Ccs with template Correspondence”

and it does notify CC’s that have been assigned below the message text bow,
just not the one above it.

-----Original Message-----
From: Kristopher Lusk [mailto:klusk@brit.com]
Sent: Wednesday, April 26, 2006 3:26 PM
To: ‘kate.wilson’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

You need a Scrip that says “On Correspond Notify Ccs with template
Correspondence”. You probably just have one that says “On Correspond Notify
AdminCcs with template Correspondence”.

Kris

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of kate.wilson
Sent: Wednesday, April 26, 2006 2:04 PM
To: 'rt-users@lists.bestpractical.com’
Subject: [rt-users] cc only kinda working

I have RT 3.4.4 installed and has been used for a while now. Here’s my
problem:

In a ticket that already exists, a user click reply. IF the user adds an
email address into “CC” at the top of the ticket (right above the “subject"
field) the email does not go to that recipient. Now, anyone that is on the
"cc” list below the “Message” box on the ticket gets a copy of it just fine
(i.e. the watch as cc people).

What am i obviosuly overlooking here?

Thanks!

_Kate Wilson

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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:

If add kate.wilson@inforonics.com into the cc field and then click save
changes then update the following gets placed in the ticket:

“RT-Send-CC: kate.wilson@inforonics.com

But in the outgoing email, the cc does not get added. this is very strange.
could it be a permissioning thing or perhaps a scrip issue?

thanks for helping me try to sort this out!

_kate-----Original Message-----
From: Kristopher Lusk [mailto:klusk@brit.com]
Sent: Wednesday, April 26, 2006 3:43 PM
To: ‘kate.wilson’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

You’re welcome.

Hmmm that’s interesting. Well, I’m not sure how to fix that in the code.
But if you click the [Save Changes] button before you click the [Update
Ticket] button, don’t the new CCs you add in the ‘CC:’ text box get added to
the list of recipients below the ‘Message:’ text box?

Kris

-----Original Message-----
From: kate.wilson [mailto:kate.wilson@inforonics.com]
Sent: Wednesday, April 26, 2006 2:32 PM
To: ‘Kristopher Lusk’; kate.wilson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

Thank you for the response!

I have the default already set up:
“On Correspond Notify Requestors and Ccs with template Correspondence”

and it does notify CC’s that have been assigned below the message text bow,
just not the one above it.

-----Original Message-----
From: Kristopher Lusk [mailto:klusk@brit.com]
Sent: Wednesday, April 26, 2006 3:26 PM
To: ‘kate.wilson’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

You need a Scrip that says “On Correspond Notify Ccs with template
Correspondence”. You probably just have one that says “On Correspond Notify
AdminCcs with template Correspondence”.

Kris

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of kate.wilson
Sent: Wednesday, April 26, 2006 2:04 PM
To: 'rt-users@lists.bestpractical.com’
Subject: [rt-users] cc only kinda working

I have RT 3.4.4 installed and has been used for a while now. Here’s my
problem:

In a ticket that already exists, a user click reply. IF the user adds an
email address into “CC” at the top of the ticket (right above the “subject"
field) the email does not go to that recipient. Now, anyone that is on the
"cc” list below the “Message” box on the ticket gets a copy of it just fine
(i.e. the watch as cc people).

What am i obviosuly overlooking here?

Thanks!

_Kate Wilson

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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:

it doesn’t work even if it’s someone else’s email address. i have also tried
google and yahoo addresses.

thanks, at least i know now not to test with my own email.

_kate-----Original Message-----
From: tmaciak@ci.grand-rapids.mi.us
[mailto:tmaciak@ci.grand-rapids.mi.us]
Sent: Wednesday, April 26, 2006 4:05 PM
To: kate.wilson@inforonics.com; klusk@brit.com;
rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

I have found that RT never emails you if you enter your address and are
logged in as that user (with that address).

Yes indeed kind of strange, but maybe it figures why send an email to
yourself when you are the one doing the updating/creating etc. ??

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448

-----Original Message-----
From: kate.wilson [mailto:kate.wilson@inforonics.com]
Sent: Wednesday, April 26, 2006 4:01 PM
To: ‘Kristopher Lusk’; kate.wilson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

If add kate.wilson@inforonics.com into the cc field and then click save
changes then update the following gets placed in the ticket:

“RT-Send-CC: kate.wilson@inforonics.com

But in the outgoing email, the cc does not get added. this is very strange.
could it be a permissioning thing or perhaps a scrip issue?

thanks for helping me try to sort this out!

_kate

-----Original Message-----
From: Kristopher Lusk [mailto:klusk@brit.com]
Sent: Wednesday, April 26, 2006 3:43 PM
To: ‘kate.wilson’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

You’re welcome.

Hmmm that’s interesting. Well, I’m not sure how to fix that in the code.
But if you click the [Save Changes] button before you click the [Update
Ticket] button, don’t the new CCs you add in the ‘CC:’ text box get added to
the list of recipients below the ‘Message:’ text box?

Kris

-----Original Message-----
From: kate.wilson [mailto:kate.wilson@inforonics.com]
Sent: Wednesday, April 26, 2006 2:32 PM
To: ‘Kristopher Lusk’; kate.wilson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

Thank you for the response!

I have the default already set up:
“On Correspond Notify Requestors and Ccs with template Correspondence”

and it does notify CC’s that have been assigned below the message text bow,
just not the one above it.

-----Original Message-----
From: Kristopher Lusk [mailto:klusk@brit.com]
Sent: Wednesday, April 26, 2006 3:26 PM
To: ‘kate.wilson’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

You need a Scrip that says “On Correspond Notify Ccs with template
Correspondence”. You probably just have one that says “On Correspond Notify
AdminCcs with template Correspondence”.

Kris

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of kate.wilson
Sent: Wednesday, April 26, 2006 2:04 PM
To: 'rt-users@lists.bestpractical.com’
Subject: [rt-users] cc only kinda working

I have RT 3.4.4 installed and has been used for a while now. Here’s my
problem:

In a ticket that already exists, a user click reply. IF the user adds an
email address into “CC” at the top of the ticket (right above the “subject"
field) the email does not go to that recipient. Now, anyone that is on the
"cc” list below the “Message” box on the ticket gets a copy of it just fine
(i.e. the watch as cc people).

What am i obviosuly overlooking here?

Thanks!

_Kate Wilson

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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:

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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:

I have found that RT never emails you if you enter your address and are logged in as that user (with that address).

Yes indeed kind of strange, but maybe it figures why send an email to yourself when you are the one doing the updating/creating etc. ??

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448-----Original Message-----
From: kate.wilson [mailto:kate.wilson@inforonics.com]
Sent: Wednesday, April 26, 2006 4:01 PM
To: ‘Kristopher Lusk’; kate.wilson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

If add kate.wilson@inforonics.com into the cc field and then click save
changes then update the following gets placed in the ticket:

“RT-Send-CC: kate.wilson@inforonics.com

But in the outgoing email, the cc does not get added. this is very strange.
could it be a permissioning thing or perhaps a scrip issue?

thanks for helping me try to sort this out!

_kate

-----Original Message-----
From: Kristopher Lusk [mailto:klusk@brit.com]
Sent: Wednesday, April 26, 2006 3:43 PM
To: ‘kate.wilson’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

You’re welcome.

Hmmm that’s interesting. Well, I’m not sure how to fix that in the code.
But if you click the [Save Changes] button before you click the [Update
Ticket] button, don’t the new CCs you add in the ‘CC:’ text box get added to
the list of recipients below the ‘Message:’ text box?

Kris

-----Original Message-----
From: kate.wilson [mailto:kate.wilson@inforonics.com]
Sent: Wednesday, April 26, 2006 2:32 PM
To: ‘Kristopher Lusk’; kate.wilson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

Thank you for the response!

I have the default already set up:
“On Correspond Notify Requestors and Ccs with template Correspondence”

and it does notify CC’s that have been assigned below the message text bow,
just not the one above it.

-----Original Message-----
From: Kristopher Lusk [mailto:klusk@brit.com]
Sent: Wednesday, April 26, 2006 3:26 PM
To: ‘kate.wilson’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

You need a Scrip that says “On Correspond Notify Ccs with template
Correspondence”. You probably just have one that says “On Correspond Notify
AdminCcs with template Correspondence”.

Kris

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of kate.wilson
Sent: Wednesday, April 26, 2006 2:04 PM
To: 'rt-users@lists.bestpractical.com’
Subject: [rt-users] cc only kinda working

I have RT 3.4.4 installed and has been used for a while now. Here’s my
problem:

In a ticket that already exists, a user click reply. IF the user adds an
email address into “CC” at the top of the ticket (right above the “subject"
field) the email does not go to that recipient. Now, anyone that is on the
"cc” list below the “Message” box on the ticket gets a copy of it just fine
(i.e. the watch as cc people).

What am i obviosuly overlooking here?

Thanks!

_Kate Wilson

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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:

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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

This is the default behavior. Clipped from /opt/rt3/etc/RT_Config.pm:

By default, RT doesn’t notify the person who performs an update, as

they

already know what they’ve done. If you’d like to change this

behaviour,

Set $NotifyActor to 1

Set($NotifyActor, 0);

NOTE: if you want to change this, add:
Set($NotifyActor, 1);
To /opt/rt3/etc/RT_SiteConfig.pm (don’t ever change RT_Config.pm
itself).

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

Hi,

Ok so the problem is fixed thanks to many responses to my email. this list
rocks!

anyway…

so i added a global scrip that is “on transaction”, “notify other
recipients” using “global template transaction”. thank you joseph for your
help!!!

I’m sure there may be other ways to “fix” it, but this seems to be working.

Thanks everyone =)

_kateFrom: Kelly F. Hickel [mailto:kfh@mqsoftware.com]
Sent: Wednesday, April 26, 2006 4:17 PM
To: tmaciak@ci.grand-rapids.mi.us; kate.wilson@inforonics.com;
klusk@brit.com; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

This is the default behavior. Clipped from /opt/rt3/etc/RT_Config.pm:

By default, RT doesn’t notify the person who performs an update, as

they

already know what they’ve done. If you’d like to change this

behaviour,

Set $NotifyActor to 1

Set($NotifyActor, 0);

NOTE: if you want to change this, add:
Set($NotifyActor, 1);
To /opt/rt3/etc/RT_SiteConfig.pm (don’t ever change RT_Config.pm
itself).

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-
bounces@lists.bestpractical.com] On Behalf Of tmaciak@ci.grand-
rapids.mi.us
Sent: Wednesday, April 26, 2006 3:05 PM
To: kate.wilson@inforonics.com; klusk@brit.com; rt-
users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

I have found that RT never emails you if you enter your address and
are logged in as that user (with that address).

Yes indeed kind of strange, but maybe it figures why send an email to
yourself when you are the one doing the updating/creating etc. ??

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448

-----Original Message-----
From: kate.wilson [mailto:kate.wilson@inforonics.com]
Sent: Wednesday, April 26, 2006 4:01 PM
To: ‘Kristopher Lusk’; kate.wilson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

If add kate.wilson@inforonics.com into the cc field and then click
save
changes then update the following gets placed in the ticket:

“RT-Send-CC: kate.wilson@inforonics.com

But in the outgoing email, the cc does not get added. this is very
strange.
could it be a permissioning thing or perhaps a scrip issue?

thanks for helping me try to sort this out!

_kate

-----Original Message-----
From: Kristopher Lusk [mailto:klusk@brit.com]
Sent: Wednesday, April 26, 2006 3:43 PM
To: ‘kate.wilson’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

You’re welcome.

Hmmm that’s interesting. Well, I’m not sure how to fix that in the
code.
But if you click the [Save Changes] button before you click the
[Update
Ticket] button, don’t the new CCs you add in the ‘CC:’ text box get
added to
the list of recipients below the ‘Message:’ text box?

Kris

-----Original Message-----
From: kate.wilson [mailto:kate.wilson@inforonics.com]
Sent: Wednesday, April 26, 2006 2:32 PM
To: ‘Kristopher Lusk’; kate.wilson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

Thank you for the response!

I have the default already set up:
“On Correspond Notify Requestors and Ccs with template Correspondence”

and it does notify CC’s that have been assigned below the message text
bow,
just not the one above it.

-----Original Message-----
From: Kristopher Lusk [mailto:klusk@brit.com]
Sent: Wednesday, April 26, 2006 3:26 PM
To: ‘kate.wilson’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] cc only kinda working

You need a Scrip that says “On Correspond Notify Ccs with template
Correspondence”. You probably just have one that says “On Correspond
Notify
AdminCcs with template Correspondence”.

Kris

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
kate.wilson
Sent: Wednesday, April 26, 2006 2:04 PM
To: 'rt-users@lists.bestpractical.com’
Subject: [rt-users] cc only kinda working

I have RT 3.4.4 installed and has been used for a while now. Here’s my
problem:

In a ticket that already exists, a user click reply. IF the user adds
an
email address into “CC” at the top of the ticket (right above the
"subject"
field) the email does not go to that recipient. Now, anyone that is on
the
"cc" list below the “Message” box on the ticket gets a copy of it just
fine
(i.e. the watch as cc people).

What am i obviosuly overlooking here?

Thanks!

_Kate Wilson


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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

I have the default already set up:
“On Correspond Notify Requestors and Ccs with template Correspondence”

and it does notify CC’s that have been assigned below the message text
bow, just not the one above it.

You have to create a scrip “On Correspond Notify Other Recipients”.
The Cc and Bcc fields are not the same as ticket watchers, which is imho
somewhat confusing.

regards,
Andreas Putzo