How to specify multiple cc's at ticket creation?

RT Users
1

Hi,

I am wondering, what is the “correct” way to specify multiple cc’s
(or multiple requestors, or multiple AdminCC’s) at ticket creation
time?

I tried to use spaces to separate email addresses, but RT assumed
that the whole thing is one email address, (Perhaps I could have
specified normal user names) so using spaces is not the right way.

I also tried to use commas to separate email addresses. RT
recognized one email address as an existing user, but failed
to recognize another email address in the list also as an existing
user. I ended up having to delete the “email address” and re-add
the corresponding user (with the exact same email address) in
the People page.

The RT manual is quite terse about how to create tickets. So it
does not seem to be too much of a help.

My RT is 2.0.15; any advice is much appreciated. Thanks in advance.

Best regards,
Ambrose Li a.c.li@ieee.org

2

I am wondering, what is the “correct” way to specify multiple cc’s
(or multiple requestors, or multiple AdminCC’s) at ticket creation
time?

I tried to use spaces to separate email addresses, but RT assumed
that the whole thing is one email address, (Perhaps I could have
specified normal user names) so using spaces is not the right way.

Use commas. The standard email address separator.

seph

3

Hi,On Fri, Jan 17, 2003 at 06:26:02AM -0800, seph wrote:

I am wondering, what is the “correct” way to specify
multiple cc’s (or multiple requestors, or multiple
AdminCC’s) at ticket creation time?

I tried to use spaces to separate email addresses, but RT
assumed that the whole thing is one email address, (Perhaps
I could have specified normal user names) so using spaces is
not the right way.

Use commas. The standard email address separator.

When I use commas, RT seems to be able to recognize only one
user. (The rest are just "email address"es even if they are
also existing users.) Would this be a bug, or is there something
I was still doing wrong?

Thanks,

Ambrose Li a.c.li@ieee.org

4

Use commas. The standard email address separator.

When I use commas, RT seems to be able to recognize only one
user. (The rest are just "email address"es even if they are
also existing users.) Would this be a bug, or is there something
I was still doing wrong?

This sounds like a bug. Playing with one of my 2.0.x servers (I think
it’s running 2.0.13) I can reproduce this behavior. Investigating a
bit, I find that rt is choking on the space between the comma and the
username. That is “userA, userB” fails while “userA,userB”

In ticket/create.html change the relevant lines to

my @Requestors = split ( /,/, $ARGS{'Requestors'} );
my @Cc         = split ( /,/, $ARGS{'Cc'} );
my @AdminCc    = split ( /,/, $ARGS{'AdminCc'} );

I haven’t tested it, but I believe it’s what rt3 uses.

It’s also worth noting that the cc fields are by email address, not
username. So if you’re username are different than your email
addresses, be careful.

seph

5

This sounds like a bug. Playing with one of my 2.0.x servers (I think
it’s running 2.0.13) I can reproduce this behavior. Investigating a
bit, I find that rt is choking on the space between the comma and the
username. That is “userA, userB” fails while “userA,userB”

In ticket/create.html change the relevant lines to

my @Requestors = split ( /,/, $ARGS{'Requestors'} );
my @Cc         = split ( /,/, $ARGS{'Cc'} );
my @AdminCc    = split ( /,/, $ARGS{'AdminCc'} );

Seph actually meant:

my @Requestors = split ( /\s*,\s*/, $ARGS{'Requestors'} );
my @Cc         = split ( /\s*,\s*/, $ARGS{'Cc'} );
my @AdminCc    = split ( /\s*,\s*/, $ARGS{'AdminCc'} );

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6

Jesse Vincent wrote:

In ticket/create.html change the relevant lines to

my @Requestors = split ( /,/, $ARGS{'Requestors'} );
my @Cc         = split ( /,/, $ARGS{'Cc'} );
my @AdminCc    = split ( /,/, $ARGS{'AdminCc'} );

Seph actually meant:

my @Requestors = split ( /\s*,\s*/, $ARGS{'Requestors'} );
my @Cc         = split ( /\s*,\s*/, $ARGS{'Cc'} );
my @AdminCc    = split ( /\s*,\s*/, $ARGS{'AdminCc'} );

And he also meant Ticket/Display.html, not ticket/create.html.
But aside from that, this looks good. :slight_smile:

{would /[\s,]+/ be more suitable, I wonder?}
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

7

I’m also concerned with tha question.

Is it ok with commas?

My problem is that, this @*!#& Ms Outlook automatically forces the address separation using dot comma (:wink: and RT always only keep the first listed as requestor…

Is there a way in RT to change that and keep as requestors everyone the first email is sent to ?

Thanks
Samuel

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8

Samuel Jaud wrote:

My problem is that, this @*!#& Ms Outlook automatically forces the
address separation using dot comma (:wink: and RT always only keep the first
listed as requestor…

This is an Outlook bug. :slight_smile:

Is there a way in RT to change that and keep as requestors everyone
the first email is sent to ?

RT doesn’t see the semicolon (:wink: - the email as received should
have comma-separated recipients. Your problem likely lies in the
value of the $ParseNewMessageForTicketCcs setting in your config.
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