How to notify cc/admincc by cc instead of bcc?

Hello everyone,

Just installed RT 3.6.5 and ran into an unfortunate interaction with our mail
setup. When RT start firing off emails bcc’ed to all Cc and AdminCc watchers,
this triggers an anti-spam measure and requires my boss to manually approve
each message.

Can RT can be configured to send notices to Cc/AdminCc watchers with their
email addresses in the Cc: or To: header instead of Bcc: ?

I suspect RT uses Bcc to conceal the (presumably internal) AdminCc people’s
email addresses from the (possibly external) Cc watchers, but this is not a
concern for us. (Please do tell me if there are any other reasons to stick with
Bcc’s, though.)

I couldn’t find any likely-looking config directives on the wiki, and it seems
like the default scrips just reference built-in actions like “Notify Ccs”. I
don’t want to start guerrilla patching the RT source, because it’s just another
thing to maintain and we don’t have any good Perl hackers on staff to do it.
Another option is obviously to alter our mail setup, but the sysadmin in
question is reluctant to do (for good reason) that until we’ve exhausted all
other possibilities.

Any advice?

Yours,
Damon Wang

Dear all,

I’ve set the DefaultQueue in RT_SiteConfig.pm to one of the dozen queues
we have, but it doesn’t work. When users login they see the first queue
in alphabetical order!

Any ideas why?

Many thanks in advance, and cheers,
Hossein Rafighi

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

Sorry, Perhaps I should have explained this a bit more. When users
login and click on create ticket their tickets are not created in the
default queue, but rather in a first queue on the list. Our default
queue name happens to be in the middle of the dozen queues.

Cheers,
HosseinOn 7/7/2010 10:54 AM, Hossein Rafighi wrote:

Dear all,

I’ve set the DefaultQueue in RT_SiteConfig.pm to one of the dozen
queues we have, but it doesn’t work. When users login they see the
first queue in alphabetical order!

Any ideas why?

Many thanks in advance, and cheers,
Hossein Rafighi

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

Hossein,

Setting a default Queue is done in the “Preferences” for each individual
user. Unless a user has set the default queue in the preferences, it isn’t
set.

Kenn
LBNLOn Wed, Jul 7, 2010 at 11:05 AM, Hossein Rafighi Hossein.Rafighi@triumf.cawrote:

Sorry, Perhaps I should have explained this a bit more. When users login
and click on create ticket their tickets are not created in the default
queue, but rather in a first queue on the list. Our default queue name
happens to be in the middle of the dozen queues.

Cheers,
Hossein

On 7/7/2010 10:54 AM, Hossein Rafighi wrote:

Dear all,

I’ve set the DefaultQueue in RT_SiteConfig.pm to one of the dozen queues
we have, but it doesn’t work. When users login they see the first queue in
alphabetical order!

Any ideas why?

Many thanks in advance, and cheers,
Hossein Rafighi


_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hi Kenn,

Thanks for the reply. The only problem is that my users are 99%
unprivileged users and don’t have ModifySelf rights. I am looking at:
http://www.gossamer-threads.com/lists/rt/users/62182?do=post_view_threaded
for a possible solution.

Cheers,
HosseinOn 7/7/2010 11:38 AM, Kenneth Crocker wrote:

Hossein,

Setting a default Queue is done in the “Preferences” for each
individual user. Unless a user has set the default queue in the
preferences, it isn’t set.

Kenn
LBNL

On Wed, Jul 7, 2010 at 11:05 AM, Hossein Rafighi <Hossein.Rafighi@triumf.ca mailto:Hossein.Rafighi@triumf.ca> wrote:

 Sorry, Perhaps I should have explained this a bit more. When
users login and click on create ticket their tickets are not
created in the default queue, but rather in a first queue on the
list. Our default queue name happens to be in the middle of the
dozen queues.

Cheers,
Hossein


On 7/7/2010 10:54 AM, Hossein Rafighi wrote:

     Dear all,

    I've set the DefaultQueue in RT_SiteConfig.pm to one of the
    dozen queues we have, but it doesn't work. When users login
    they see the first queue in alphabetical order!

    Any ideas why?

    Many thanks in advance, and cheers,
    Hossein Rafighi


-- 
 _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
|_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
 | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
 | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
 | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
 |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: http://www.triumf.ca

Hi Kenn,

Thanks for the reply. The only problem is that my users are 99% unprivileged users and don’t
have ModifySelf rights. I am looking at:
[1]http://www.gossamer-threads.com/lists/rt/users/62182?do=post_view_threaded for a possible
solution.

DefaultQueue applies to the Privileged user interface, not Create
Tickets in SelfService.

I’d accept a patch that either adds additional documentation to
RT_Config.pm or adds the feature to SelfService

-kevin> On 7/7/2010 11:38 AM, Kenneth Crocker wrote:

 Hossein,

 Setting a default Queue is done in the "Preferences" for each individual user. Unless a user
 has set the default queue in the preferences, it isn't set.

 Kenn
 LBNL

 On Wed, Jul 7, 2010 at 11:05 AM, Hossein Rafighi <[2]Hossein.Rafighi@triumf.ca> wrote:

    Sorry, Perhaps I should have explained this a bit more. When users login and click on
   create ticket their tickets are not created in the default queue, but rather in a first
   queue on the list. Our default queue name happens to be in the middle of the dozen queues.

   Cheers,
   Hossein

   On 7/7/2010 10:54 AM, Hossein Rafighi wrote:

      Dear all,

     I've set the DefaultQueue in RT_SiteConfig.pm to one of the dozen queues we have, but it
     doesn't work. When users login they see the first queue in alphabetical order!

     Any ideas why?

     Many thanks in advance, and cheers,
     Hossein Rafighi

   --
    _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
   |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
    | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
    | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
    | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
    |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: [3]http://www.triumf.ca

   Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
   Buy a copy at [4]http://rtbook.bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at [5]http://rtbook.bestpractical.com


_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |
| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|
_| _/ || |||_| Website: [6]http://www.triumf.ca

References

Visible links

  1. http://www.gossamer-threads.com/lists/rt/users/62182?do=post_view_threaded
  2. mailto:Hossein.Rafighi@triumf.ca
  3. http://www.triumf.ca/
  4. http://rtbook.bestpractical.com/
  5. http://rtbook.bestpractical.com/
  6. http://www.triumf.ca/

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Just installed RT 3.6.5

That is a really old version of RT (2.5+ years)

and ran into an unfortunate interaction with our mail
setup. When RT start firing off emails bcc’ed to all Cc and AdminCc watchers,
this triggers an anti-spam measure and requires my boss to manually approve
each message.

Can RT can be configured to send notices to Cc/AdminCc watchers with their
email addresses in the Cc: or To: header instead of Bcc: ?

You’d have to change lib/RT/Action/Notify.pm

I suspect RT uses Bcc to conceal the (presumably internal) AdminCc people’s
email addresses from the (possibly external) Cc watchers, but this is not a
concern for us. (Please do tell me if there are any other reasons to stick with
Bcc’s, though.)

I couldn’t find any likely-looking config directives on the wiki, and it seems
like the default scrips just reference built-in actions like “Notify Ccs”. I
don’t want to start guerrilla patching the RT source, because it’s just another
thing to maintain and we don’t have any good Perl hackers on staff to do it.
Another option is obviously to alter our mail setup, but the sysadmin in
question is reluctant to do (for good reason) that until we’ve exhausted all
other possibilities.

-kevin

Hello Kevin,

Can RT can be configured to send notices to Cc/AdminCc watchers with their
email addresses in the Cc: or To: header instead of Bcc: ?

You’d have to change lib/RT/Action/Notify.pm

Hmm…Yes, I did get this to work, but I’m not looking forward to
supporting an in-house patch through the next updates.

Is there any interest in having this coded up pretty with a config
setting to turn it on and off, to accept back into the 3.8? I’m just
really not a big fan of running guerilla patched software.

Yours,
Damon Wang

I added:

Set($DefaultQueue, ‘Help’);

To my RT_Siteconfig.pmFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Hossein
Rafighi
Sent: Wednesday, July 07, 2010 1:06 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] DefaultQueue

Sorry, Perhaps I should have explained this a bit more. When users
login and click on create ticket their tickets are not created in the
default queue, but rather in a first queue on the list. Our default
queue name happens to be in the middle of the dozen queues.

Cheers,
Hossein