CCs not cc'ed on new ticket creation

RT Users
1

I’m using RT 3.6.1.

When creating new tickets via the “Create ticket in” button on
the home page (i.e., the https://…/Ticket/Create.html form
the ticket is created by the addresses in the CC line are
not cc’ed with a copy of the update.

The only outgoing message is the AutoResponse.

The addresses appear in a CC header in the new ticket history, tho’.

Anyone else experience this? know what may be causing it?

Gary

Gary Hall hall@fas.sfu.ca | Voice (604) 291-5925
Faculty of Applied Sciences | Fax (604) 291-5404
Simon Fraser University |
Burnaby, B.C. V5A 1S6 |

2

Gary Hall wrote:

I’m using RT 3.6.1.

When creating new tickets via the “Create ticket in” button on
the home page (i.e., the https://…/Ticket/Create.html form
the ticket is created by the addresses in the CC line are
not cc’ed with a copy of the update.

The only outgoing message is the AutoResponse.

The addresses appear in a CC header in the new ticket history, tho’.

Anyone else experience this? know what may be causing it?

Gary

In etc/RT_Siteconfig.pm there is a setting called ParseNewMessagesForCC
or something like that. It might be set to ‘undef’ or ‘0’. Change it
to ‘1’.

Mathew Snyder

3

Thanks for the tip, Mathew.

I’ve got the variable set. The addresses are added as CCs on the ticket
. Copies of
Replys are sent to the addresses. The problem is that the addresses are not
sent copies of the information entered into the “Create a new ticket”
form when
the ticket is created.

This might be the intended design. You create a ticket and specify who
will receive
copies of future updates to it but these people do not receive copies of
the original
ticket at the time of creation for some obscure reason. However, the
comment on the
form under the field says “(Sends a carbon-copy of this update to a
comma-delimited
list of email addresses. These people will receive future updates.)”, so
apparently
the intention is that the CCs are cc’ed with the original ticket at
creation time.

I’m just trying to find out if others have the same issue and if someone
has a fix.

Gary

Mathew wrote:

Gary Hall wrote:

I’m using RT 3.6.1.

When creating new tickets via the “Create ticket in” button on
the home page (i.e., the https://…/Ticket/Create.html form
the ticket is created by the addresses in the CC line are
not cc’ed with a copy of the update.

The only outgoing message is the AutoResponse.

The addresses appear in a CC header in the new ticket history, tho’.

Anyone else experience this? know what may be causing it?

Gary

In etc/RT_Siteconfig.pm there is a setting called ParseNewMessagesForCC
or something like that. It might be set to ‘undef’ or ‘0’. Change it
to ‘1’.

Gary Hall hall@fas.sfu.ca
Network Support Group 604-291-5925
Faculty of Applied Sciences 604-291-5404 (fax)
Simon Fraser University
Burnaby, BC V5A 1S6

4

I am facing some what similar issue, can you pls help me on this

Whenever I create a new ticket a autogenerated mail should go to
requestor as well as to the queue members responsible to resolve the
issue. Currently mail goes to Requestor but not to the the queue members

Do I need to make any custom settings from web interface or something in
RT_SiteConfig.pm file.

Thanks,
TanuFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gary Hall
Sent: Sunday, September 24, 2006 10:55 PM
To: Mathew
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CCs not cc’ed on new ticket creation

Thanks for the tip, Mathew.

I’ve got the variable set. The addresses are added as CCs on the ticket
. Copies of Replys are sent to the addresses. The problem is that the
addresses are not sent copies of the information entered into the
“Create a new ticket”
form when
the ticket is created.

This might be the intended design. You create a ticket and specify who
will receive copies of future updates to it but these people do not
receive copies of the original ticket at the time of creation for some
obscure reason. However, the comment on the form under the field says
“(Sends a carbon-copy of this update to a comma-delimited list of email
addresses. These people will receive future updates.)”, so apparently
the intention is that the CCs are cc’ed with the original ticket at
creation time.

I’m just trying to find out if others have the same issue and if someone
has a fix.

Gary

Mathew wrote:

Gary Hall wrote:

I’m using RT 3.6.1.

When creating new tickets via the “Create ticket in” button on the
home page (i.e., the https://…/Ticket/Create.html form the ticket
is created by the addresses in the CC line are not cc’ed with a copy
of the update.

The only outgoing message is the AutoResponse.

The addresses appear in a CC header in the new ticket history, tho’.

Anyone else experience this? know what may be causing it?

Gary

In etc/RT_Siteconfig.pm there is a setting called
ParseNewMessagesForCC or something like that. It might be set to
‘undef’ or ‘0’. Change it to ‘1’.

Gary Hall hall@fas.sfu.ca
Network Support Group 604-291-5925
Faculty of Applied Sciences 604-291-5404 (fax)
Simon Fraser University
Burnaby, BC V5A 1S6

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

5

Have you got enabled a global\scrip to notify Admin CC on Create Ticket …
ie from Global\scrips you should have a scrip with condition On create,
and action Notify Admin CC.
Regards;
Roy

Tanu Mehrotra wrote:

6

Gary;
Have you got enabled a Global\scrip with condition on Create and action
Notify Others ??
Roy

Gary Hall wrote:

7

Hi,

I need some urgent help, while deleting some test data from the database
I don’t know wht but I have deleted something due to which i cannt see
configuration link on admin page neither can i see the option to select
queues from end user interface. Although system is not giving any error.

Please help

-TanuFrom: Rudowski, Jacek [mailto:jrudowski@paddypower.com]
Sent: Monday, September 25, 2006 2:50 PM
To: Tanu Mehrotra
Subject: RE: [rt-users] CCs not cc’ed on new ticket creation

Hi,

Go as admin user to Configuration menu.
There is submenu Queue, where you can choose specific queue and there
you have another submenu - Scrips.
You can see there your currently used scrips and modify them or create
new scrip.
It’s pretty simple until you create some user defined actions - you can
choose from default set of conditions and actions etc.
I’m not that strong in scrips - but few time they were very useful.
Try to use some Notify actions.

In the second case - if I understood you correctly - you probably should
use User Rights and Group Rights submenus in menu Queue to define who
can do what etc. But of course you have to read some more about all
those rights and permissions on wiki documentation - it’s the best way.

After that I’m preety sure you’ll be able to configure RT as you want.

Regards
Jacek Rudowski

From: Tanu Mehrotra [mailto:tanu@cadence.com]
Sent: 25 September 2006 09:54
To: Rudowski, Jacek
Subject: RE: [rt-users] CCs not cc’ed on new ticket creation

I think u wish to say i should frame user defined scrip could you
please guide me in more detail.

also if u can tell me how to make queues specific to set of privilaged
user for e.g tickets under one queue should be visible to only those
privilaged queue members responsible to resolve those tickets

Thnx & Rgds
Tanu

From: Rudowski, Jacek [mailto:jrudowski@paddypower.com]
Sent: Monday, September 25, 2006 1:50 PM
To: Tanu Mehrotra
Subject: RE: [rt-users] CCs not cc’ed on new ticket creation

Hi,

I think scrips will solve your problem.
Try to configure scrip for your queue to take such an action on ticket
creation. You can choose there action you want to take at specific
condition.

Regards
Jacek Rudowski

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Tanu
Mehrotra
Sent: 25 September 2006 05:53
To: Gary Hall; Mathew
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] CCs not cc’ed on new ticket creation

I am facing some what similar issue, can you pls help me on this

Whenever I create a new ticket a autogenerated mail should go to
requestor as well as to the queue members responsible to resolve the
issue. Currently mail goes to Requestor but not to the the queue members

Do I need to make any custom settings from web interface or something in
RT_SiteConfig.pm file.

Thanks,
Tanu

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gary Hall
Sent: Sunday, September 24, 2006 10:55 PM
To: Mathew
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CCs not cc’ed on new ticket creation

Thanks for the tip, Mathew.

I’ve got the variable set. The addresses are added as CCs on the ticket
. Copies of Replys are sent to the addresses. The problem is that the
addresses are not sent copies of the information entered into the
“Create a new ticket”
form when
the ticket is created.

This might be the intended design. You create a ticket and specify who
will receive copies of future updates to it but these people do not
receive copies of the original ticket at the time of creation for some
obscure reason. However, the comment on the form under the field says
“(Sends a carbon-copy of this update to a comma-delimited list of email
addresses. These people will receive future updates.)”, so apparently
the intention is that the CCs are cc’ed with the original ticket at
creation time.

I’m just trying to find out if others have the same issue and if someone
has a fix.

Gary

Mathew wrote:

Gary Hall wrote:

I’m using RT 3.6.1.

When creating new tickets via the “Create ticket in” button on the
home page (i.e., the https://…/Ticket/Create.html form the ticket
is created by the addresses in the CC line are not cc’ed with a copy
of the update.

The only outgoing message is the AutoResponse.

The addresses appear in a CC header in the new ticket history, tho’.

Anyone else experience this? know what may be causing it?

Gary

In etc/RT_Siteconfig.pm there is a setting called
ParseNewMessagesForCC or something like that. It might be set to
‘undef’ or ‘0’. Change it to ‘1’.

Gary Hall hall@fas.sfu.ca
Network Support Group 604-291-5925
Faculty of Applied Sciences 604-291-5404 (fax)
Simon Fraser University
Burnaby, BC V5A 1S6

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
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

Privileged, confidential and/or copyright information may be contained
in this communication. This e-mail and any files transmitted with it are
confidential and intended solely for the use of the individual or entity
to whom they are addressed. If you are not the intended addressee, you
may not copy, forward, disclose or otherwise use this e-mail or any part
of it in any way whatsoever. To do so is prohibited and may be unlawful.
If you have received this email in error please notify the sender
immediately.

Paddy Power PLC may monitor the content of e-mail sent and received for
the purpose of ensuring compliance with its policies and procedures.

Privileged, confidential and/or copyright information may be contained
in this communication. This e-mail and any files transmitted with it are
confidential and intended solely for the use of the individual or entity
to whom they are addressed. If you are not the intended addressee, you
may not copy, forward, disclose or otherwise use this e-mail or any part
of it in any way whatsoever. To do so is prohibited and may be unlawful.
If you have received this email in error please notify the sender
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Paddy Power PLC may monitor the content of e-mail sent and received for
the purpose of ensuring compliance with its policies and procedures.

8

m talking about rt 3.6.0
Please refer to the mail appended.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Tanu
Mehrotra
Sent: Monday, September 25, 2006 3:21 PM
To: Rudowski, Jacek
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] CCs not cc’ed on new ticket creation

Hi,

I need some urgent help, while deleting some test data from the database
I don’t know wht but I have deleted something due to which i cannt see
configuration link on admin page neither can i see the option to select
queues from end user interface. Although system is not giving any error.

Please help

-Tanu

From: Rudowski, Jacek [mailto:jrudowski@paddypower.com]
Sent: Monday, September 25, 2006 2:50 PM
To: Tanu Mehrotra
Subject: RE: [rt-users] CCs not cc’ed on new ticket creation

Hi,

Go as admin user to Configuration menu.
There is submenu Queue, where you can choose specific queue and there
you have another submenu - Scrips.
You can see there your currently used scrips and modify them or create
new scrip.
It’s pretty simple until you create some user defined actions - you can
choose from default set of conditions and actions etc.
I’m not that strong in scrips - but few time they were very useful.
Try to use some Notify actions.

In the second case - if I understood you correctly - you probably should
use User Rights and Group Rights submenus in menu Queue to define who
can do what etc. But of course you have to read some more about all
those rights and permissions on wiki documentation - it’s the best way.

After that I’m preety sure you’ll be able to configure RT as you want.

Regards
Jacek Rudowski

From: Tanu Mehrotra [mailto:tanu@cadence.com]
Sent: 25 September 2006 09:54
To: Rudowski, Jacek
Subject: RE: [rt-users] CCs not cc’ed on new ticket creation

I think u wish to say i should frame user defined scrip could you
please guide me in more detail.

also if u can tell me how to make queues specific to set of privilaged
user for e.g tickets under one queue should be visible to only those
privilaged queue members responsible to resolve those tickets

Thnx & Rgds
Tanu

From: Rudowski, Jacek [mailto:jrudowski@paddypower.com]
Sent: Monday, September 25, 2006 1:50 PM
To: Tanu Mehrotra
Subject: RE: [rt-users] CCs not cc’ed on new ticket creation

Hi,

I think scrips will solve your problem.
Try to configure scrip for your queue to take such an action on ticket
creation. You can choose there action you want to take at specific
condition.

Regards
Jacek Rudowski

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Tanu
Mehrotra
Sent: 25 September 2006 05:53
To: Gary Hall; Mathew
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] CCs not cc’ed on new ticket creation

I am facing some what similar issue, can you pls help me on this

Whenever I create a new ticket a autogenerated mail should go to
requestor as well as to the queue members responsible to resolve the
issue. Currently mail goes to Requestor but not to the the queue members

Do I need to make any custom settings from web interface or something in
RT_SiteConfig.pm file.

Thanks,
Tanu

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gary Hall
Sent: Sunday, September 24, 2006 10:55 PM
To: Mathew
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CCs not cc’ed on new ticket creation

Thanks for the tip, Mathew.

I’ve got the variable set. The addresses are added as CCs on the ticket
. Copies of Replys are sent to the addresses. The problem is that the
addresses are not sent copies of the information entered into the
“Create a new ticket”
form when
the ticket is created.

This might be the intended design. You create a ticket and specify who
will receive copies of future updates to it but these people do not
receive copies of the original ticket at the time of creation for some
obscure reason. However, the comment on the form under the field says
“(Sends a carbon-copy of this update to a comma-delimited list of email
addresses. These people will receive future updates.)”, so apparently
the intention is that the CCs are cc’ed with the original ticket at
creation time.

I’m just trying to find out if others have the same issue and if someone
has a fix.

Gary

Mathew wrote:

Gary Hall wrote:

I’m using RT 3.6.1.

When creating new tickets via the “Create ticket in” button on the
home page (i.e., the https://…/Ticket/Create.html form the ticket
is created by the addresses in the CC line are not cc’ed with a copy
of the update.

The only outgoing message is the AutoResponse.

The addresses appear in a CC header in the new ticket history, tho’.

Anyone else experience this? know what may be causing it?

Gary

In etc/RT_Siteconfig.pm there is a setting called
ParseNewMessagesForCC or something like that. It might be set to
‘undef’ or ‘0’. Change it to ‘1’.

Gary Hall hall@fas.sfu.ca
Network Support Group 604-291-5925
Faculty of Applied Sciences 604-291-5404 (fax)
Simon Fraser University
Burnaby, BC V5A 1S6

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
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

Privileged, confidential and/or copyright information may be contained
in this communication. This e-mail and any files transmitted with it are
confidential and intended solely for the use of the individual or entity
to whom they are addressed. If you are not the intended addressee, you
may not copy, forward, disclose or otherwise use this e-mail or any part
of it in any way whatsoever. To do so is prohibited and may be unlawful.
If you have received this email in error please notify the sender
immediately.

Paddy Power PLC may monitor the content of e-mail sent and received for
the purpose of ensuring compliance with its policies and procedures.

Privileged, confidential and/or copyright information may be contained
in this communication. This e-mail and any files transmitted with it are
confidential and intended solely for the use of the individual or entity
to whom they are addressed. If you are not the intended addressee, you
may not copy, forward, disclose or otherwise use this e-mail or any part
of it in any way whatsoever. To do so is prohibited and may be unlawful.
If you have received this email in error please notify the sender
immediately.

Paddy Power PLC may monitor the content of e-mail sent and received for
the purpose of ensuring compliance with its policies and procedures.
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

9

You seem to have deleted all rows from ACL table ?>?
do select count(*) from ACL?? , if you get 0, then you better hope you
have backups, else you 'll need to re-generate the rows again … not
quite sure what are the default initial rows!!
Roy

Tanu Mehrotra wrote:

10

I’ve changed the Subject line on this thread since it got highjacked for
another issue.

Thanks for the suggestion, Roy. The problem with it is that the scrip
would send a second message to a CC when the ticket is created from an
email message. I.e., the CC gets a copy of the message sent to RT and then
RT sends a second message (the notification) to the CC when it creates
the ticket.

I’ve tested creating a ticket with a CC via the web interface in versions
3.4.5 and 3.6.1. In both cases the CC doesn’t get a copy, so it seems
that this may be a feature, although I’m at a loss as to why it would be
seen as such.

If I can’t get an answer from this list as why RT behaves in this fashion
despite the comment for the CC field on the web form indicating that RT
“Sends a carbon-copy of this update to a comma-delimited list of email
addresses.”, I’ll send a bug report. Either the behaviour or the
comment is a bug.

Gary

I have a Roy El-Hames wrote:

Gary;
Have you got enabled a Global\scrip with condition on Create and action
Notify Others ??
Roy

Gary Hall wrote:

Thanks for the tip, Mathew.

I’ve got the variable set. The addresses are added as CCs on the
ticket . Copies of
Replys are sent to the addresses. The problem is that the addresses
are not
sent copies of the information entered into the “Create a new ticket”
form when
the ticket is created.

This might be the intended design. You create a ticket and specify who
will receive
copies of future updates to it but these people do not receive copies
of the original
ticket at the time of creation for some obscure reason. However, the
comment on the
form under the field says “(Sends a carbon-copy of this update to a
comma-delimited
list of email addresses. These people will receive future updates.)”,
so apparently
the intention is that the CCs are cc’ed with the original ticket at
creation time.

I’m just trying to find out if others have the same issue and if
someone has a fix.

Gary

Mathew wrote:

Gary Hall wrote:

I’m using RT 3.6.1.

When creating new tickets via the “Create ticket in” button on
the home page (i.e., the https://…/Ticket/Create.html form
the ticket is created by the addresses in the CC line are
not cc’ed with a copy of the update.

The only outgoing message is the AutoResponse.

The addresses appear in a CC header in the new ticket history, tho’.

Anyone else experience this? know what may be causing it?

Gary

In etc/RT_Siteconfig.pm there is a setting called ParseNewMessagesForCC
or something like that. It might be set to ‘undef’ or ‘0’. Change it
to ‘1’.

Gary Hall hall@fas.sfu.ca | Voice (604) 291-5925
Faculty of Applied Sciences | Fax (604) 291-5404
Simon Fraser University |
Burnaby, B.C. V5A 1S6 |