Cc recipients don't receive mail on Ticket creation

RT Users
1

Hello,

We’ve got a problem with RT 3.8.1. When setting a Cc email address on ticket creation (in Firefox 3.0.1), the Cc recipient doesn’t get a copy of the created ticket.
When i reply to a ticket with a Cc email set, then an email will be sent.

One-time Cc’s doesn’t work either when the field is set while answering a ticket. Only when sent a one-time Cc via checkbox a email will be sent.

I can see Email Trasactions for the owner and recipients but no transaction for a cc on first try.
All email adresses are known by RT.

Is this behaviour a bug or a feature?
Is this a known bug or shoud i report this. I didn’t find any similar on rt3.fsck.com

bye

Peter Reich
Peter Reich
adesso AG T +49 231 930-8943
Stockholmer Allee 24 F +49 231 930-9331
44269 Dortmund E reich@adesso.de
www.adesso.de

     >>> business. people. technology. <<<

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Vorstand: Christoph Junge, Michael Kenfenheuer, Rainer Rudolf (Vors.), Dr. Rüdiger Striemer
Vorsitzender des Aufsichtsrates: Prof. Dr. Volker Gruhn
Amtsgericht Dortmund HRB 20663

3

Hi Jerrad, I’ve tested cc only with one address. I haven’t tested multiple people.Only the first email ist missing. Mails are sent to the cc recipient too, when i’m replying to a ticket which has a cc recipient.Mails to Requester and Owner are beeing sent. Thanks for the fast answer. bye Peter

4

Make sure you have Notify Others scrips setup. I don’t believe they
come enabled by default.

So OnCorrespond, NotifyOthers, With template _____

One-time CCs are considered others while CCs at create time are
considered CCs.

Reich, Peter wrote:

Hi Jerrad,

I’ve tested cc only with one address. I haven’t tested multiple people.
Only the first email ist missing. Mails are sent to the cc recipient
too, when i’m replying to a ticket which has a cc recipient.
Mails to Requester and Owner are beeing sent.

Thanks for the fast answer.

bye

Peter

The rt-users Archives

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Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

5

Actually you must make sure there is scrip:

On Create Notify Cc with template X

Or some variation that notifies Ccs by the way.On Mon, Nov 3, 2008 at 11:05 PM, Drew Barnes barnesaw@ucrwcu.rwc.uc.edu wrote:

Make sure you have Notify Others scrips setup. I don’t believe they
come enabled by default.

So OnCorrespond, NotifyOthers, With template _____

One-time CCs are considered others while CCs at create time are
considered CCs.

Reich, Peter wrote:

Hi Jerrad,

I’ve tested cc only with one address. I haven’t tested multiple people.
Only the first email ist missing. Mails are sent to the cc recipient
too, when i’m replying to a ticket which has a cc recipient.
Mails to Requester and Owner are beeing sent.

Thanks for the fast answer.

bye

Peter

The rt-users Archives

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

–
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

The rt-users Archives

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

Best regards, Ruslan.

6

Peter forgot to cc the list.From: Reich, Peter reich@adesso.de
Date: Tue, Nov 4, 2008 at 2:30 PM
Subject: AW: [rt-users] Cc recipients don’t receive mail on Ticket creation
To: Ruslan Zakirov ruz@bestpractical.com

Hi,

yes,that’s it. You are right, the NotifyCc Scrip is missing. X-)

Thanks for the help…

Peter
Von: ruslan.zakirov@gmail.com im Auftrag von Ruslan Zakirov
Gesendet: Mo 03.11.2008 22:26
An: Drew Barnes
Cc: Reich, Peter; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Cc recipients don’t receive mail on Ticket creation

Actually you must make sure there is scrip:

On Create Notify Cc with template X

Or some variation that notifies Ccs by the way.