Cc's not sent to on Ticket Creation

I’m having a problem where Cc’s aren’t being sent when the ticket is
created. The Cc is added to the Watchers, and subsquent processing of
tickets sends to Cc’s as expected.

Nov 12 11:49:32 support RT:
rt-3.0.6-504-3961.1.80711762080669@blah.org sent To: rbellamy@halb.com

There should be a Cc: blah@foo.com in the above log entry.

I’ve looked at the SendEmail.pm Commit sub, and determined that the
@$self->{‘Cc’} array is empty. I’ve checked the mailing list archive,
and it appears the only item that touches this is:

[rt-users] CC from web form
John Gedeon jgedeon@qualcomm.com
Tue, 21 Jan 2003 11:11:34 -0800

But that message may or may not address my exact issue, so I’m coming to
the list for more help. :slight_smile:

Any suggestions about where to go next to track this problem? I’m sure I
can go deeper just by following the call tree, but am looking for a
shortcut (yeah, yeah, I know) - maybe there’s someone who has
experienced this before, and can lead me in the right direction.

Any help is greatly appreciated.

G. Richard Bellamy
Enterprise Solution Architect
Pteradigm - Evolutionary
mailto:rbellamy@pteradigm.com
V:707-869-3665

G. Richard Bellamy wrote:

I’m having a problem where Cc’s aren’t being sent when the ticket is
created. The Cc is added to the Watchers, and subsquent processing of
tickets sends to Cc’s as expected.

So, do you have a scrip configured to send to Ccs OnCreate?
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

Phil,

Thanks for taking the time to give me a hand.

OnCreate AutoReply to Requestors.

This should work, no?On further investigation, no, that won’t work. And again, on further investigation, it appears Cc’s shouldn’t be sent the an email - the OnCreate condition doesn’t know that the ticket is being created via the Web UI. If the ticket was being created through the normal email channel, we wouldn’t want to send email to the Cc’s, as they would already be recipients. So, rather than helping me find a bug that isn’t there, I’ll need some guidance on the best way to handle the use case - send an email OnCreate to Cc’s unless the OnCreate is fired by an incoming email. My problem was that I was thinking of the Ticket Creation process as the same as a Correspondence. Silly me. Original Message----- From: Phil Homewood [mailto:pdh@snapgear.com] Sent: Wed 11/12/2003 1:55 PM To: rt-devel@fsck.com Cc: Subject: Re: [rt-devel] Cc’s not sent to on Ticket Creation G. Richard Bellamy wrote:
> I’m having a problem where Cc’s aren’t being sent when the ticket is
> created. The Cc is added to the Watchers, and subsquent processing of
> tickets sends to Cc’s as expected.

So, do you have a scrip configured to send to Ccs OnCreate?
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
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