Messages to AdminCCs , as Cc not Bcc

RT Users
1

Hello list,

I’ve got a couple of AdminCCs in my Queue. They are getting emails as Bcc ;
but I want them to be emailed as Cc. Is there a way to do that in RT?

Thank you in advance, and sorry if I’m missing something obvious here

Regards
Brahim

2

Hello list,
I’ve got a couple of AdminCCs in my Queue. They are getting emails as Bcc ; but I want them to
be emailed as Cc. Is there a way to do that in RT?
Thank you in advance, and sorry if I’m missing something obvious here

That would require customizations to the Notify action since it always
treats AdminCcs as Bccs (this allows you to notify AdminCcs along with
other Watchers while keeping the AdminCcs invisible)

-kevin

3

Hello list,
I’ve got a couple of AdminCCs in my Queue. They are getting emails as Bcc ; but I want them to
be emailed as Cc. Is there a way to do that in RT?
Thank you in advance, and sorry if I’m missing something obvious here

That would require customizations to the Notify action since it always
treats AdminCcs as Bccs (this allows you to notify AdminCcs along with
other Watchers while keeping the AdminCcs invisible)
Hi Kevin, seems that this question is recurring in this mailing list.
I’m still searching a way to do this. I read in this ml that someone
suggested to hack the sourcecode… but your last solution sound
better and clean… Can you write/explain what should be inserted in the
action to perform this?

Thanks,

Matteo

4

Hello list,
I’ve got a couple of AdminCCs in my Queue. They are getting emails as Bcc ; but I want them to
be emailed as Cc. Is there a way to do that in RT?
Thank you in advance, and sorry if I’m missing something obvious here

That would require customizations to the Notify action since it always
treats AdminCcs as Bccs (this allows you to notify AdminCcs along with
other Watchers while keeping the AdminCcs invisible)
Hi Kevin, seems that this question is recurring in this mailing list.
I’m still searching a way to do this. I read in this ml that someone
suggested to hack the sourcecode… but your last solution sound
better and clean… Can you write/explain what should be inserted in the
action to perform this?

Modifying Notify is changing the source code.
The best way might be to make a new Action based on Notify with your
modifications as a local customization

-kevin

5

Modifying Notify is changing the source code.
The best way might be to make a new Action based on Notify with your
modifications as a local customization
No one in the list have implemented this or suggest what to do in some
official way?

Can be that peoples that are asking this (like me) have misunderstood
the meaning of the AdminCC notification?

For example:

if I have an RT opened that explain a customer problem:

Requestor: customer
AdminCc: internal peoples that are involved in the resolution of the RT and need to be informed about all phases of the RT

When someone add a comment, every internal people should like to receive
the notification and see all the destination of that notification…no?

Does I misunderstood something?

Thanks!

Matteo

6

Modifying Notify is changing the source code.
The best way might be to make a new Action based on Notify with your
modifications as a local customization
No one in the list have implemented this or suggest what to do in some
official way?

Can be that peoples that are asking this (like me) have misunderstood
the meaning of the AdminCC notification?

I believe your original question was how to make AdminCc a CC not a Bcc

Requestor: customer
Cc: customercollegue
AdminCc: internal peoples that are involved in the resolution of the RT and need to be informed about all phases of the RT

When someone add a comment, every internal people should like to receive
the notification and see all the destination of that notification…no?

This is different from that, you can use the existing
Notify Owner, Requestors, Ccs and AdminCcs
action and the email will go to everyone at once. If you want to skip
the Owner, you’d need to add another Action to RT that only does
Requestors Ccs and AdminCcs which is a simple matter of initialdata.

Please note that this prevents you from having a different Template
for AdminCcs and for end users, which is why RT splits those into two
separate notifications by default

In general, I wouldn’t want Requestors/Ccs to see me (as an AdminCc)
on a ticket email, since they’ll either hit Reply-All and then I get
mail from them AND from RT or they reply directly to me, taking RT out
of the loop. This is why AdminCcs are Bcc’ed

-kevin

7

Originally requested feature is implemented in 3.999 branch, but nobody
ported it into 4.x.

Regards, Ruslan. From phone.

Modifying Notify is changing the source code.
The best way might be to make a new Action based on Notify with your
modifications as a local customization
No one in the list have implemented this or suggest what to do in some
official way?

Can be that peoples that are asking this (like me) have misunderstood
the meaning of the AdminCC notification?

For example:

if I have an RT opened that explain a customer problem:

Requestor: customer
Cc: customercollegue
AdminCc: internal peoples that are involved in the resolution of the RT
and need to be informed about all phases of the RT

8

Please note that this prevents you from having a different Template
for AdminCcs and for end users, which is why RT splits those into two
separate notifications by default

In general, I wouldn’t want Requestors/Ccs to see me (as an AdminCc)
on a ticket email, since they’ll either hit Reply-All and then I get
mail from them AND from RT or they reply directly to me, taking RT out
of the loop. This is why AdminCcs are Bcc’ed
Ok I completely agree with you. Follow my point of view:

You also say:

“RT splits those into two separate notifications by default”. So the
notifications that are sent to AdminCC have a different template and have
as destination only AdminCCs. I remember this in my latest tests.

So, this notification should be sent not in BCC as all destinations are AdminCC
and they know each other.

What do you think?

Thanks

Matteo

9

Please note that this prevents you from having a different Template
for AdminCcs and for end users, which is why RT splits those into two
separate notifications by default

In general, I wouldn’t want Requestors/Ccs to see me (as an AdminCc)
on a ticket email, since they’ll either hit Reply-All and then I get
mail from them AND from RT or they reply directly to me, taking RT out
of the loop. This is why AdminCcs are Bcc’ed
Ok I completely agree with you. Follow my point of view:

You also say:

“RT splits those into two separate notifications by default”. So the
notifications that are sent to AdminCC have a different template and have
as destination only AdminCCs. I remember this in my latest tests.

So, this notification should be sent not in BCC as all destinations are AdminCC
and they know each other.

Now we’re back to the original part of the thread, where I noted that
you need to modify Notify to send like that when there are no To or Cc

I’m not sure what you’re trying accomplish anymore, since we’ve gone
from notifying adminccs to notifying everyone and back again.

-kevin

10

Hi all,

can someone please outline the workflow of comments in RT to me.

I assume comments are for “internal” messages only. But how is this
realized? We for example have the same mail address for reply and comment.

I’d like to change normal CC actions to BCC.

My question: can I change all occurences of CC in
rt-3.8.8/lib/RT/Action/Notify
to BCC without doing damage?

I will of course not do this there, but in a local customization (where
shall I put the file?)

Thanks in advance,
LR

11

Dear LR:

The short answer is that the definition of what a comment does is determined by your Scrips.On Aug 16, 2011, at 11:38 AM, Lars Reimann wrote:

Hi all,

can someone please outline the workflow of comments in RT to me.

I assume comments are for “internal” messages only. But how is this realized? We for example have the same mail address for reply and comment.

I’d like to change normal CC actions to BCC.

My question: can I change all occurences of CC in
rt-3.8.8/lib/RT/Action/Notify
to BCC without doing damage?

I will of course not do this there, but in a local customization (where shall I put the file?)

Thanks in advance,
LR

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12

Lars,

What happens is also determined by your settings in the Reply/Comment page.
You can configure RT to default to NOT sending out comments in an email
(which can be overridden in a template with the right code) and you can also
change that default while in the reply/comment screen. The email address for
comments really doesn’t change that aspect. If you never send out comments
in the mail, then they are there for historical access IF, and only IF,
someone has the “ShowTicketComments” which is a separate right from
“ShowTicket”.

Hope this helps.

Kenn
LBNLOn Tue, Aug 16, 2011 at 8:51 AM, Chris McCafferty cjm@ias.edu wrote:

Dear LR:

The short answer is that the definition of what a comment does is
determined by your Scrips.

On Aug 16, 2011, at 11:38 AM, Lars Reimann wrote:

Hi all,

can someone please outline the workflow of comments in RT to me.

I assume comments are for “internal” messages only. But how is this
realized? We for example have the same mail address for reply and comment.

I’d like to change normal CC actions to BCC.

My question: can I change all occurences of CC in
rt-3.8.8/lib/RT/Action/Notify
to BCC without doing damage?

I will of course not do this there, but in a local customization (where
shall I put the file?)

Thanks in advance,
LR

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA September 26 & 27, 2011
  • San Francisco, CA, USA October 18 & 19, 2011
  • Washington DC, USA October 31 & November 1, 2011
  • Melbourne VIC, Australia November 28 & 29, 2011
  • Barcelona, Spain November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA September 26 & 27, 2011
  • San Francisco, CA, USA October 18 & 19, 2011
  • Washington DC, USA October 31 & November 1, 2011
  • Melbourne VIC, Australia November 28 & 29, 2011
  • Barcelona, Spain November 28 & 29, 2011
13

I assume comments are for “internal” messages only. But how is this
realized? We for example have the same mail address for reply and comment.

Having the same email address for reply and comments is wrong and a
misconfiguration. It means email replies to mailed out comments will be
interpreted as correspondence, not private comments.

I’d like to change normal CC actions to BCC.

Why?

Thomas

14

Hi Thomas,

thank you for reply. I will fix that misconfiguration. See inline text:On 16.08.2011 18:13, Thomas Sibley wrote:

On 08/16/2011 11:38 AM, Lars Reimann wrote:

I assume comments are for “internal” messages only. But how is this
realized? We for example have the same mail address for reply and comment.
Having the same email address for reply and comments is wrong and a
misconfiguration. It means email replies to mailed out comments will be
interpreted as correspondence, not private comments.

I’d like to change normal CC actions to BCC.
Why?

Because we have watcher groups for external and internal people. Both
are member of administrative cc (BCC) at the moment. But the external
people should not receive (internal) comments and also do not want to
be added as CC either (only BCC is acceptable for them and us).

Maybe there is a better way to do this. If you know one, please share it.

Thanks a lot,

LR

15

Because we have watcher groups for external and internal people. Both
are member of administrative cc (BCC) at the moment. But the external
people should not receive (internal) comments and also do not want to
be added as CC either (only BCC is acceptable for them and us).

AdminCc is not just another name for Bcc. It is treated differently
than Cc by a stock RT. This is the reason your external AdminCc
watchers are receiving internal comments, because out of the box RT’s
scrips send comments to AdminCcs, but not Ccs.

Changing Ticket/Queue Ccs to actually be Bcced would be a bit of work,
or might be possible with some really clever templates.

Thomas