Looking for template code: cc/bcc and creator email addresses

RT Developers
1

Hello,

In two separate templates, I’d like to include the email addresses

  1. the “one-time cc/bcc” fields
  2. the ticket creator’s email address

Thanks for any help.

Sharon Belliveau
Application Design + Development
Research & Statistics
Federal Reserve Board
202 452 3013

2

Hello,

In two separate templates, I’d like to include the email addresses

  1. the “one-time cc/bcc” fields
  2. the ticket creator’s email address

Why do you want to control it via templates? Use Argument field of the
notify action.

Thanks for any help.

Sharon Belliveau
Application Design + Development
Research & Statistics
Federal Reserve Board
202 452 3013

Come work for us: http://blog.bestpractical.com/2011/06/were-hiring-come-hack-perl-for-best-practical.html
2011 Training: http://bestpractical.com/services/training.html
List info: The rt-devel Archives

Best regards, Ruslan.

3

Ruslan -

It’s not matter of control, it’s for transparency those working on
tickets.

In the case of the one-time cc and bcc, those who are specified as ticket
adminCc’s view messages from an email client and would like to see all
parties who received that specific comment or reply/correspond message. As
it is now, the message shows ‘undisclosed-recipients’ in the bcc field of
the message. For our purposes, the adminCcs would like to verify and
possibly contact any/all recipients. They often read their messages while
from their Blackberries devices which do not have access to RT on our
internal servers. I have the code in the template to show requestor(s),
ticket cc(s), and ticket adminccs (with their name and email addresses) and
was asked to include the one-time Cc and adminCc’s.

As for the creator’s email address, not so important. In few situations in
a few queues, we want the creator’s email address (again for those working
via email on a mobile device) to let the creator know about a change to be
made to the ticket.

-Sharon

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|Ruslan Zakirov ruz@bestpractical.com |
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|Sharon.Belliveau@frb.gov |
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|rt-devel@lists.bestpractical.com |
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| Date: |
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|08/03/2011 01:54 PM |
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| Subject: |
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|Re: [Rt-devel] Looking for template code: cc/bcc and creator email addresses |
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| Sent by: |
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|ruslan.zakirov@gmail.com |
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Hello,

In two separate templates, I’d like to include the email addresses

  1. the “one-time cc/bcc” fields
  2. the ticket creator’s email address

Why do you want to control it via templates? Use Argument field of the
notify action.

Thanks for any help.

Sharon Belliveau
Application Design + Development
Research & Statistics
Federal Reserve Board
202 452 3013

Come work for us:
http://blog.bestpractical.com/2011/06/were-hiring-come-hack-perl-for-best-practical.html

2011 Training: http://bestpractical.com/services/training.html
List info:
The rt-devel Archives

Best regards, Ruslan.

4

Ruslan -

It’s not matter of control, it’s for transparency those working on
tickets.

In the case of the one-time cc and bcc, those who are specified as ticket
adminCc’s view messages from an email client and would like to see all
parties who received that specific comment or reply/correspond message. As
it is now, the message shows ‘undisclosed-recipients’ in the bcc field of
the message. For our purposes, the adminCcs would like to verify and
possibly contact any/all recipients. They often read their messages while
from their Blackberries devices which do not have access to RT on our
internal servers. I have the code in the template to show requestor(s),
ticket cc(s), and ticket adminccs (with their name and email addresses) and
was asked to include the one-time Cc and adminCc’s.

Do you want to add emails of all recipients into text of messages that
AdminCcs get?

If you want to fill headers of the outgoing message via template then
read the following.

For example you have a reply X to a ticket that was cced to address A,
so A received a message. As well, AdminCc (user B) of the ticket/queue
received a message about reply X. Major point here is that user A and
B receive emails generated by different scrips. Messages they get are
not equal, for example message for adminccs contain URLs and other
metadata about the ticket. Each message has its own set of recipients.

You can create ONE scrip that notifies OtherRecipients, AdminCcs and
may be somebody else. Messages generated by such scrip would be the
same, so would have all recipients listed in headers, except Bcc.

-Sharon

Best regards, Ruslan.

5

Success! Ruslan provided code in response to my request about modifying a
template to show the email address of one-time Bcc. Below is code which I
added to our template for admin comments. It’s used for a scrip that
notifies adminCcs on comment. Those here who made this request will be
pleased to see both the ticket adminCcs and the one-time Bccs in their
email messages (rather than be curious/annoyed at the
undisclosed-recipoents in the header)
{ if( my $tacc = $Ticket->AdminCcAddresses ) { "Ticket AdminCcs: ".
$tacc } }
{ if ( my $onetimeBcc = $Transaction->Attachments->First->GetHeader
(‘RT-Send-Bcc’)) { "One-time Bcc: " . $onetimeBcc } }

I also successfully tested the following code for one-time CC for
Correspondence:
{ if ( my $onetimeCc = $Transaction->Attachments->First->GetHeader
(‘RT-Send-Cc’)) { "One-time Bcc: " . $onetimeCc } }

Works in both our production RT3.8.10 instance of RT and in our
development RT 4.0.1 instance.

Of course, we are encouraging our folks to use the web interface to view
full ticket history, including all comments and correspondence for the
issue.

Thanks so much, Ruslan!

Sharon

Application Design + Development
Research & Statistics
Federal Reserve Board

ruslan.zakirov@gmail.com wrote on 08/05/2011 06:42:56 AM:

Ruslan -

It’s not matter of control, it’s for transparency those working on
tickets.

In the case of the one-time cc and bcc, those who are specified as
ticket
adminCc’s view messages from an email client and would like to see all
parties who received that specific comment or reply/correspond
message. As
it is now, the message shows ‘undisclosed-recipients’ in the bcc field
of
the message. For our purposes, the adminCcs would like to verify and
possibly contact any/all recipients. They often read their messages
while
from their Blackberries devices which do not have access to RT on our
internal servers. I have the code in the template to show requestor
(s),
ticket cc(s), and ticket adminccs (with their name and email addresses)
and

6

@Sharon.Belliveau
hi sharon, im new to RT and im having same issue as you have mentioned here, i would like to know what scrip you did mentioned changes?

regards