CC to watchers list. Any ideas?

Hello!

I have a question regarding tickets being created through e-mail.

If a user sent a message to support@ourcompany.com and also put a CC: to
various other addresses, how can i make these CC: addresses become part
of the watcher list?

For some users it is annoying to get a “Permission Denied” from RT when
they have made an
"Reply to All" to a message that was CC:ed to them.

We would of course want that reply to be logged in the ticket, yet we
would not want to permit
"Everyone" to do so.

Greetings,
Hermann Ronaldsson
Hermann Ronaldsson
hermann@ronaldsson.net

Hello!

I have a question regarding tickets being created through e-mail.

If a user sent a message to support@ourcompany.com and also put a CC: to
various other addresses, how can i make these CC: addresses become part
of the watcher list?
RT_Config.pm:

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

“RTAddressRegexp” below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , undef);

For some users it is annoying to get a “Permission Denied” from RT when
they have made an
"Reply to All" to a message that was CC:ed to them.

We would of course want that reply to be logged in the ticket, yet we
would not want to permit
"Everyone" to do so.

Greetings,
Hermann Ronaldsson

Hermann Ronaldsson
hermann@ronaldsson.net


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

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

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

Best regards, Ruslan.

What should the value of $RTAddressRegexp be set to? I’m new to RT, so
please excuse my newbie-ness. My confusion stems from knowing what email
address to put here - I have sendmail setup with several aliases for each
queue. It’s the email address of the queues that inbound mail would be
addressed to (and thus potentially causing a loop)…how do I account for
multiple email addresses?

Or, am I completely missing something?

Thanks!
SteveFrom: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: Wednesday, November 02, 2005 10:28 AM
To: Hermann Ronaldsson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CC to watchers list. Any ideas?

Hello!

I have a question regarding tickets being created through e-mail.

If a user sent a message to support@ourcompany.com and also put a CC: to
various other addresses, how can i make these CC: addresses become part
of the watcher list?
RT_Config.pm:

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

“RTAddressRegexp” below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , undef);

For some users it is annoying to get a “Permission Denied” from RT when
they have made an
"Reply to All" to a message that was CC:ed to them.

We would of course want that reply to be logged in the ticket, yet we
would not want to permit
"Everyone" to do so.

Greetings,
Hermann Ronaldsson

Hermann Ronaldsson
hermann@ronaldsson.net


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

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

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

Best regards, Ruslan.
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

$RTAddressRegexp is only needed for additional emailaliases that go into RT.

For Example: an RT instance with only the General Queue. The email
addresses for the General Queue are gen@example.com (reply)
gen-cmt@example.com. You do not need worry about these addresses – rt
already accounts for them. But if you also have problems@example.com
that is an alias for gen@rt.example.com, then you need to account for
this in $RTAddressRegexp.

In the simple case above “^problems@example.com$” work work fine. But
if wrong@notasite.org was also an alias then something like:

“^(problems@example.com)|(wrong@notasite.org)$”

should work as well.

Or if the second address was "wrong@example.com" then

“^(problems)|(wrong)@example.com$” should work.

Joby Walker
ITI SSG, University of Washington

Hersker, Steve wrote:

$RTAddressRegexp is only needed for additional emailaliases that go into RT.

For Example: an RT instance with only the General Queue. The email
addresses for the General Queue are gen@example.com (reply)
gen-cmt@example.com. You do not need worry about these addresses – rt
already accounts for them. But if you also have problems@example.com
that is an alias for gen@rt.example.com, then you need to account for
this in $RTAddressRegexp.

In the simple case above “^problems@example.com$” work work fine. But
if wrong@notasite.org was also an alias then something like:

“^(problems@example.com)|(wrong@notasite.org)$“
this incorrect, should be:
”^(problems@example.com|wrong@notasite.org)$”

should work as well.

Or if the second address was "wrong@example.com" then

“^(problems)|(wrong)@example.com$” should work.
This is incorrect, should be /^(problems|wrong)@example.com$/.

Joby and other, all email addresses that are aliased to RT should be
covered in this regular expression.

Joby Walker
ITI SSG, University of Washington

Hersker, Steve wrote:

What should the value of $RTAddressRegexp be set to? I’m new to RT, so
please excuse my newbie-ness. My confusion stems from knowing what email
address to put here - I have sendmail setup with several aliases for each
queue. It’s the email address of the queues that inbound mail would be
addressed to (and thus potentially causing a loop)…how do I account for
multiple email addresses?

Or, am I completely missing something?

Thanks!
Steve

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: Wednesday, November 02, 2005 10:28 AM
To: Hermann Ronaldsson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CC to watchers list. Any ideas?

Hello!

I have a question regarding tickets being created through e-mail.

If a user sent a message to support@ourcompany.com and also put a CC: to
various other addresses, how can i make these CC: addresses become part
of the watcher list?

RT_Config.pm:

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

“RTAddressRegexp” below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , undef);

For some users it is annoying to get a “Permission Denied” from RT when
they have made an
"Reply to All" to a message that was CC:ed to them.

We would of course want that reply to be logged in the ticket, yet we
would not want to permit
"Everyone" to do so.

Greetings,
Hermann Ronaldsson

Hermann Ronaldsson
hermann@ronaldsson.net


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

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

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com


Best regards, Ruslan.


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

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

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com


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

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

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com


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

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

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

Best regards, Ruslan.