CC'c dropped upon ticket creation

To all,

We are currently on RT 3.4.4 and looking to upgrade to 3.6.3 soon. A 

question popped up that I had no answer to. Why is it when a ticket is
created via the E_mail interface the cc’s are dropped and do not become
part of “people” section on the ticket? Is this still happening in
3.6.3? Has anyone else noticed this and do they have any type of
resolution to the problem? thanks in advance.

Kenn
LBNL

We are currently on RT 3.4.4 and looking to upgrade to 3.6.3 soon.
A question popped up that I had no answer to. Why is it when a
ticket is created via the E_mail interface the cc’s are dropped and
do not become part of “people” section on the ticket? Is this still
happening in 3.6.3? Has anyone else noticed this and do they have
any type of resolution to the problem? thanks in advance.

Does the ParseNewMessageForTicketCcs config setting fix this for you?
It should be available in 3.4 as well as 3.6.

-kevin

Kevin,

I'll check that out. I was also wondering; I use the following code to 

move the subject line to a CF called “Description”:

my $cf_obj;
my $cf_name;
my $cf_value;

$cf_obj = RT::CustomField->new($RT::SystemUser);
$cf_name = “Description”;
$cf_value = $self->TicketObj->Subject();

$RT::Logger->debug( $self . " cf_value = ". $cf_value . “\n” );

$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( “Loaded $cf_obj->Name = “. $cf_obj->Name() .”\n” );
$cf_obj->AddValueForObject( Object => $self->TicketObj, Content =>
$cf_value, );
return 1;

What I was wondering was, how do I get this code to do this for E_mail
ticket creation only? Otherwise, when someone is “in” the system and
they create a ticket, whatever they put in the CF field is changed to
contain the subject data. Thanks.

Kenn
LBNL

Kevin Falcone wrote: