How can I get Cc:-ed people to receive email on Ticket Creation?

RT Users
1

My problem: People I list in a comma-delimited list in the Cc: field on
ticket creation don’t get notified of the tickets creation via email. Only
the requestor receives an email on ticket creation.

I’m very new to RT and I’ve been searching online for a while to find a
solution. The Wiki documentation is not helpful, because again I am new to
RT, and it seems to be written geared toward those with more advanced
knowledge of the system. Searching online hasn’t gotten me anywhere either.
It seems that other people are having or have had similar problems, but I
haven’t seen any solutions out there - at least none that I understand.

I don’t know, but to me it would seem logical that people you want to Cc: on
a tickets creation actually be notified that the ticket was created if they
are listed as CCs - like when you Cc: someone with your favorite email
application, they also get the email. From reading other messages here, I
vaguely understand that I need to change “some scrip” to say something like
"On Create Notify Requestors and Ccs with template Autoreply". But, I
ask, which scrip would that be? Where is it? And I where is
"NotifyRequestorsAndCcs" in the documentation?

I think I’ve even read that this was a default setting in RT somewhere. If
so, and anyone knows why, I would love to understand why as well. I thought
I knew how this worked, but my attempts have all failed and searching both
the Wiki and the mailing list archives hasn’t improved my understanding
enough to get anywhere.

I’m using RT version 3.2 on Windows/Linux

Can anyone point me in the right direction? Preferably in layman’s terms.

Thanks a Million.

2

Kristopher Lusk wrote:

My problem: People I list in a comma-delimited list in the Cc: field on
ticket creation don’t get notified of the tickets creation via email.
Only the requestor receives an email on ticket creation.

Hi, Kristopher.

http://wiki.bestpractical.com/index.cgi?ParseNewMessageForTicketCcs

If that is what you’re looking for.

regards

// Joakim Andersson
Phone: +46-(0)340-483808
Fax: +46-(0)340-483828
Url: http://www.netintact.se

3

Nevermind, I figured it out. It was simple, I just needed Admin rights to
the actual RT ticket webpage so I could go in and configure a new Scrip that
did what I wanted to do.

ThanksFrom: Kristopher Lusk [mailto:klusk@brit.com]
Sent: Wednesday, April 05, 2006 10:55 AM
To: ‘rt-users@lists.bestpractical.com’
Cc: ‘klusk@brit.com’
Subject: How can I get Cc:-ed people to receive email on Ticket Creation?

My problem: People I list in a comma-delimited list in the Cc: field on
ticket creation don’t get notified of the tickets creation via email. Only
the requestor receives an email on ticket creation.

I’m very new to RT and I’ve been searching online for a while to find a
solution. The Wiki documentation is not helpful, because again I am new to
RT, and it seems to be written geared toward those with more advanced
knowledge of the system. Searching online hasn’t gotten me anywhere either.
It seems that other people are having or have had similar problems, but I
haven’t seen any solutions out there - at least none that I understand.

I don’t know, but to me it would seem logical that people you want to Cc: on
a tickets creation actually be notified that the ticket was created if they
are listed as CCs - like when you Cc: someone with your favorite email
application, they also get the email. From reading other messages here, I
vaguely understand that I need to change “some scrip” to say something like
“On Create Notify Requestors and Ccs with template Autoreply”. But, I
ask, which scrip would that be? Where is it? And I where is
“NotifyRequestorsAndCcs” in the documentation?

I think I’ve even read that this was a default setting in RT somewhere. If
so, and anyone knows why, I would love to understand why as well. I thought
I knew how this worked, but my attempts have all failed and searching both
the Wiki and the mailing list archives hasn’t improved my understanding
enough to get anywhere.

I’m using RT version 3.2 on Windows/Linux

Can anyone point me in the right direction? Preferably in layman’s terms.

Thanks a Million.