Email addresses in the cc field do not receive emails related to the ticket

We are running a new install of RT 3.4.5 on Redhat ES4.
When creating a ticket and entering a recipient in the cc field, the
named recipient does not receive a copy of the ticket.

Ben McLendon, MCP
Director, Information Technology

benm@barneshc.com
www.barneshc.com

Barnes Health Care Services
200 South Patterson Street
Valdosta, GA 31601

Telephone:
229-245-6039 Ext. 1111

Fax:
229-245-6005

Cell:
229-560-0322

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Ben,

 Check your "SeeOutgoingEmail" privileges at the Global and Queue 

level to see what your allowing. Also, the “watch” right. You have to
decide if you want “everyone”, “privileged”, “unprivileged” or limited
to users and groups at the Queue level.

Kenn
LBNL

Ben McLendon wrote:

We are running a new install of RT 3.4.5 on Redhat ES4.

When creating a ticket and entering a recipient in the cc field, the
named recipient does not receive a copy of the ticket.

Hi Ben,

I think what you are looking for is the ParseNewMessageForTicketCcs
config option in the RT_SiteConfig.pm file. Be sure to read the warning
carefully and also set the RTAddressRegexp variable.

Note, this only works for Cc’s on emails that create new tickets, not
for Cc’s on followups to existing tickets. We needed Cc’s on emails
that both create new tickets and followup to existing tickets to be
added as watchers to the ticket, so I patched (see attachment) the code
and added a comparable config option called:

ParseFollowupMessageForTicketCcs

I have seen similar questions come up in the past after searching
through the RT list archives. Are there any other RT users that would
find this useful? Maybe something similar to this patch can be added to
the main RT distribution.

~Jason

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rt-add-ticket-ccs-on-followups.patch (1.21 KB)