How can I tackle CC emails and Exchange distribution list

RT Users
1

Hello,

I experienced two issue after almost 6 months of RT
deployment (version 3.8.7):

When requester send email to RT mailbox they CC
a lot of people (10 email addresses or more). Those addresses did not include
in CC list when we reply that ticket. Is there anyway we can automate that?

When I CC a distribution list in the same email
server as RT mailbox it won’t send. It can send to other user without any
issue.

Please kindly help to advise some thought. It highly
appreciated.
Regards,Rithy

2 
  1.   When requester send email to RT mailbox they CC a lot of people (10 email addresses

or more). Those addresses did not include in CC list when we reply that ticket. Is there
anyway we can automate that?

Read about ParseNewMessageForTicketCcs in RT_Config.pm

  1.   When I CC a distribution list in the same email server as RT mailbox it won*t send.

It can send to other user without any issue.

Sounds like a mail misconfiguration, but you haven’t provided enough
details. RT doesn’t know the difference between a distribution list
and a normal email

-kevin

3

Rithy,

If you don’t want ALL queues to parse the “Cc’s”, then I have a scrip I
created that parses “Cc’s” that can be applied on a Queue-by-Queue basis.

Kenn
LBNLOn Mon, Jun 6, 2011 at 7:38 AM, Kevin Falcone falcone@bestpractical.comwrote:

On Mon, Jun 06, 2011 at 01:51:31AM +0000, Rithy R wrote:

  1.   When requester send email to RT mailbox they CC a lot of

people (10 email addresses

or more). Those addresses did not include in CC list when we reply
that ticket. Is there
anyway we can automate that?

Read about ParseNewMessageForTicketCcs in RT_Config.pm

  1.   When I CC a distribution list in the same email server as RT

mailbox it won*t send.

It can send to other user without any issue.

Sounds like a mail misconfiguration, but you haven’t provided enough
details. RT doesn’t know the difference between a distribution list
and a normal email

-kevin

4

Thanks. I will try ParseNewMessageForTicketCcs and double check my mail server config.

Regards,Rithy