Mail to CC on Ticket create from web gui

RT Users
1

When registering a new ticket in the web GUI, and filling out the CC
field, one expects that RT would send a copy to the CC address upon
ticket creation. This does not happen in our RT installation (RT 4.2.12

  • patches). RT only sends out one email, the one to the
    AdminCCs. Looking at the configured Scrips, I noticed that there does
    not seem to be a Scrip for doing this.

There is a Scrip “On Correspond Notify Other Recipients”. Should this
Scrip fire on Create?

2

You could create a Script with
Condition: On Create
Action: Notify Other Reciptions
Template: A Template containing { $Ticket->Transactions->First->Content }

3

You could create a Script with
Condition: On Create
Action: Notify Other Reciptions
Template: A Template containing {
$Ticket->Transactions->First->Content }

Yes, I know I could do this.

But it seems very counter-intuitive that a ticket CC does not get a copy
of the initial ticket content upon ticket creation in the web gui. If
this is the intended behaviour, I think I would consider it a bug.

I wondered whether the default scrip “On Correspond Notify Other
Recipients”, also should fire on Create. It does not appear to do that
in our installation.

  • Vegard V -
4

It’s a bit tricky as you wouldn’t want to send duplicate emails when a ticket is created by mail. AFAIK that information is not available to scrips.