How to make CCs sticky?

When a user emails our RT while CC:ing some email addresses, I would like
to add those people to the CC: list of the ticket.

Similarly, when a user replies to a ticket by email and CC:s someone, I
would like that email address to be added to the CC: list of the ticket.

How would I achieve this? I’ve read through the thread at
http://lists.bestpractical.com/pipermail/rt-users/2004-December/027461.html
, but that only considers the web interface. (It also doesn’t reach a
solution.)

I’m willing to write Scrips if necessary, but I don’t see where the
documentation is on extracting the CC: list from incoming emails, nor how
to modify the list of CC:d people on a ticket.

– Asheesh.

QOTD:
“The elder gods went to Suggoth and all I got was this lousy T-shirt.”

Asheesh Laroia wrote:

When a user emails our RT while CC:ing some email addresses, I would
like to add those people to the CC: list of the ticket.

Similarly, when a user replies to a ticket by email and CC:s someone,
I would like that email address to be added to the CC: list of the
ticket.

How would I achieve this? I’ve read through the thread at
http://lists.bestpractical.com/pipermail/rt-users/2004-December/027461.html
, but that only considers the web interface. (It also doesn’t reach a
solution.)

I’m willing to write Scrips if necessary, but I don’t see where the
documentation is on extracting the CC: list from incoming emails, nor
how to modify the list of CC:d people on a ticket.

– Asheesh.

Change the $ParseNewMessageForTicketCcs in the RT_SiteConfig.pm to true
per the instructions in that file.

Vicki

Asheesh Laroia wrote:

When a user emails our RT while CC:ing some email addresses, I would
like to add those people to the CC: list of the ticket.

Change the $ParseNewMessageForTicketCcs in the RT_SiteConfig.pm to true
per the instructions in that file.

Great!

Similarly, when a user replies to a ticket by email and CC:s someone,
I would like that email address to be added to the CC: list of the
ticket.

This is not handled by ParseNewMessageForTicketCcs. How do I get this
second step working?

I’m willing to write Scrips if necessary, but I don’t see where the
documentation is on extracting the CC: list from incoming emails, nor
how to modify the list of CC:d people on a ticket.

– Asheesh.

We are all dying – and we’re gonna be dead for a long time.

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Just grep for ParseNewMessageForTicketCcs in your RT lib directory.
You’ll find the code in RT::Interface::Email.

jbw

Asheesh Laroia wrote:> On Fri, 24 Jun 2005, Vicki Stanfield wrote:

Asheesh Laroia wrote:

When a user emails our RT while CC:ing some email addresses, I would
like to add those people to the CC: list of the ticket.

Change the $ParseNewMessageForTicketCcs in the RT_SiteConfig.pm to
true per the instructions in that file.

Great!

Similarly, when a user replies to a ticket by email and CC:s
someone, I would like that email address to be added to the CC: list
of the ticket.

This is not handled by ParseNewMessageForTicketCcs. How do I get this
second step working?

I’m willing to write Scrips if necessary, but I don’t see where the
documentation is on extracting the CC: list from incoming emails, nor
how to modify the list of CC:d people on a ticket.

– Asheesh.

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