Displaying actual OtherRecipients of a transaction in email sent to all recipients

RT Users
1

Hi. I’m trying to find a way to display the “Other Recipients” of a
transaction in the headers of the email message generated to everyone
involved - Requestors, CCs, and Other Recipients.

So, if I reply to a ticket and type in an address in the “CC” field of
the reply form, but don’t actually add that recipient as a CC to the
ticket, I still want everyone getting the reply to see everyone else who
received it.

Another way to say this is that I’m looking for a third behavior for the
$UseFriendlyToLine config option - instead of “blank” or "Friendly Text"
I want to actually display the addresses being e-mailed in the To/CC
header fields (but just for one queue).

Any suggestions?

Thanks,
Chris

2

Hi. I’m trying to find a way to display the “Other Recipients” of a
transaction in the headers of the email message generated to everyone
involved - Requestors, CCs, and Other Recipients.

So, if I reply to a ticket and type in an address in the “CC” field of
the reply form, but don’t actually add that recipient as a CC to the
ticket, I still want everyone getting the reply to see everyone else who
received it.

Another way to say this is that I’m looking for a third behavior for the
$UseFriendlyToLine config option - instead of “blank” or “Friendly Text”
I want to actually display the addresses being e-mailed in the To/CC
header fields (but just for one queue).

It sounds like you want to collapse your scrips so that Notify
Requestors, Ccs and Other Recipients happens all in one action.
We don’t recommend that you send to AdminCcs and Requestors at the
same time.

Otherwise, you could certainly add a note to the outgoing mail by
writing some code in your template to examine RT-Send-Cc

-kevin

3

Hi. I’m trying to find a way to display the “Other Recipients” of a
transaction in the headers of the email message generated to everyone
involved - Requestors, CCs, and Other Recipients.

So, if I reply to a ticket and type in an address in the “CC” field of
the reply form, but don’t actually add that recipient as a CC to the
ticket, I still want everyone getting the reply to see everyone else who
received it.

Another way to say this is that I’m looking for a third behavior for the
$UseFriendlyToLine config option - instead of “blank” or “Friendly Text”
I want to actually display the addresses being e-mailed in the To/CC
header fields (but just for one queue).

It sounds like you want to collapse your scrips so that Notify
Requestors, Ccs and Other Recipients happens all in one action.
We don’t recommend that you send to AdminCcs and Requestors at the
same time.

Otherwise, you could certainly add a note to the outgoing mail by
writing some code in your template to examine RT-Send-Cc

Thanks, Kevin. I don’t suppose you could provide an example of what a
template might look like that includes the kind of conditional note you
spoke of? That would be very helpful.

Thanks,
Chris

4

Hi. I’m trying to find a way to display the “Other Recipients” of a
transaction in the headers of the email message generated to everyone
involved - Requestors, CCs, and Other Recipients.

So, if I reply to a ticket and type in an address in the “CC” field of
the reply form, but don’t actually add that recipient as a CC to the
ticket, I still want everyone getting the reply to see everyone else who
received it.

Another way to say this is that I’m looking for a third behavior for the
$UseFriendlyToLine config option - instead of “blank” or “Friendly Text”
I want to actually display the addresses being e-mailed in the To/CC
header fields (but just for one queue).

It sounds like you want to collapse your scrips so that Notify
Requestors, Ccs and Other Recipients happens all in one action.
We don’t recommend that you send to AdminCcs and Requestors at the
same time.

Otherwise, you could certainly add a note to the outgoing mail by
writing some code in your template to examine RT-Send-Cc

Thanks, Kevin. I don’t suppose you could provide an example of what a
template might look like that includes the kind of conditional note you
spoke of? That would be very helpful.

I don’t have anything handy, but the code used in the Transaction
History to show other ccs would be good to steal

-kevin