I’ve been investigating this and cannot find a real answer.
We have 3 persons on AdminCC.
When client replies via email to the ticket, it will be received by the 3
Last week, there was a client replied, only 1 adminCC got the response. I
did a test. All replies to RT are being received by 3 AdminCC.
I found this on RT log. It only send to 1 adminCC. RT usually send to 3
adminCCs or sometimes to 2 if, the other is the updating the ticket.
[Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for
transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Fri Apr 30 08:59:59 2010] [info]: <
email@example.com> sent To: Cc: Bcc:
Further the client retained the RT system email address in their reply, and
didn’t change that email to be 1 AdminCc.
I attached the ticket display page. It shows that client sent to RT email
address and not directly to the email address of 1 adminCC.
There are no changes on the scrips. I am also looking at the logs this is
the only time RT sends to 1 adminCC.
An ideas on why does RT only send to 1 adminCC?
RT Version is 3.4.5