Missing Cc and AdminCc ticket metadata

Hi All

I have followed
http://wiki.bestpractical.com/view/Rights
to set up my RT support queue.

I noticed that when viewing ticket metadata from web interface the People
section has fields AdminCCs and CCs empty. As from manual,
I added a group of people as AdminCCs. I also added one user
as watcher of that queue but that does not change anything.
Is this behaviour normal?
I also tried in the RT demo http://rt.easter-eggs.org/demos/testing/
adding john.foo as AdminCC watcher to the queue engineering and
creating a ticket in that queue as mike.bar, but same behaviour,
nothing shows up in the People metadata box.
Is this behaviour normal.

In fact, probably as a consequence of this, AdminCCs and CCs do not
get On Correspond emails.
Autoreply works ok, and requestor gets email when creating ticket.
so it is not a mailing problem.

Can anybody please clarify this?
Cheers

web master,

What behavior? All you have mentioned is the Cc and AdminCc field being 

empty in a ticket. I don’t understand what it is you were trying to do
that didn’t work. Were you trying to see if they got an email from a
scrip or IS there a scrip for the action you were doing or what? People
don’t just automaticallyshow up in the Cc and AdminCc fields of a
ticket. Those fields are NOT the same as the Cc and AdminCc WATCHERS for
a queue. I’m not even sure if what I am saying has anything to do with
your problem because you really haven’t identified your problem as far
as I can see. I’d like to help, but I need to know what’s wrong.

Kenn
LBNLOn 9/25/2008 12:40 PM, web master wrote:

Hi All

I have followed
http://wiki.bestpractical.com/view/Rights
to set up my RT support queue.

I noticed that when viewing ticket metadata from web interface the People
section has fields AdminCCs and CCs empty. As from manual,
I added a group of people as AdminCCs. I also added one user
as watcher of that queue but that does not change anything.
Is this behaviour normal?
I also tried in the RT demo http://rt.easter-eggs.org/demos/testing/
adding john.foo as AdminCC watcher to the queue engineering and
creating a ticket in that queue as mike.bar, but same behaviour,
nothing shows up in the People metadata box.
Is this behaviour normal.

In fact, probably as a consequence of this, AdminCCs and CCs do not
get On Correspond emails.
Autoreply works ok, and requestor gets email when creating ticket.
so it is not a mailing problem.

Can anybody please clarify this?
Cheers


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Community help: http://wiki.bestpractical.com
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Hi Kenneth
thanks!

So AdminCC and CC fields in People box metadata do not refer to ticket
watchers, so they refer to whom?

The very practical problem is that AdminCC and CC do not get email.
The only email sent is to requestor (initial AutoReply email). Then
nothing is sent when On Correspond and nothing On Resolve.

I added watchers in two ways to my queue: single users adding them
with the watcher queue link. At the group level, giving WatchAsAdmin
permission to a group of people in the groups rights link of the
queue.

Mail works (as one mail is sent), scrips are there (out of the RT box)

On Correspond Notify AdminCcs with template Admin Correspondence

and (global) template(s) are there, with the required blank line.
Admin Correspondence for example:

RT-Attach-Message: yes

<URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

To make extra sure, I also set
Set($NotifyActor, 1);

So what can be wrong?

Cheers2008/9/25 Kenneth Crocker KFCrocker@lbl.gov:

web master,

   What behavior? All you have mentioned is the Cc and AdminCc field

being empty in a ticket. I don’t understand what it is you were trying to do
that didn’t work. Were you trying to see if they got an email from a scrip
or IS there a scrip for the action you were doing or what? People don’t just
automaticallyshow up in the Cc and AdminCc fields of a ticket. Those fields
are NOT the same as the Cc and AdminCc WATCHERS for a queue. I’m not even
sure if what I am saying has anything to do with your problem because you
really haven’t identified your problem as far as I can see. I’d like to
help, but I need to know what’s wrong.

Kenn
LBNL

On 9/25/2008 12:40 PM, web master wrote:

Hi All

I have followed
http://wiki.bestpractical.com/view/Rights
to set up my RT support queue.

I noticed that when viewing ticket metadata from web interface the People
section has fields AdminCCs and CCs empty. As from manual,
I added a group of people as AdminCCs. I also added one user
as watcher of that queue but that does not change anything.
Is this behaviour normal?
I also tried in the RT demo http://rt.easter-eggs.org/demos/testing/
adding john.foo as AdminCC watcher to the queue engineering and
creating a ticket in that queue as mike.bar, but same behaviour,
nothing shows up in the People metadata box.
Is this behaviour normal.

In fact, probably as a consequence of this, AdminCCs and CCs do not
get On Correspond emails.
Autoreply works ok, and requestor gets email when creating ticket.
so it is not a mailing problem.

Can anybody please clarify this?
Cheers


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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

Web Master,

AdminCc and CC, for both as Queue Watchers or on a ticket, are treated 

the same way as far as notification scrips are concerned. The only
difference between the “Queue-watcher” Admincc and CC and the "ticket"
AdminCc and CC is the "Queue-watcher"is automatic for ALL tickets. You
do NOt have to enter them in the people section of every ticket. When RT
is going to send out a notification, it checks both the "Queue-Watcher"
info and the ticket people info first. If you have “Bob’ as a
"Queue-watcher” CC, then you never need to add him to a ticket as a CC
because RT already knows that. The ticket Admincc and CC are for
one-time types. “Frank” wants the same email that “Bob” gets, but only
for 1 ticket, or a few tickets, whatever.
Now, as far as those people getting tickets, there are a few other
things that need to be in place. First of all, our session
configurations have to be set for all sorts of stuff, most of which I do
NOT understand, only that an individual’s email must be present as part
of the RT USER table for an Admincc or CC user to get any email that is
for AdminCc and CC. If you add a person to the “CC” part of your
correspondence, they are considered an “Other” so RT doesn’t worry about
the email being in the RT USer table AND you have to make sure you have
a notification scrip that sends stuff to “Others” or they won’t get
anything. It took me awhile to test that one out a couple years ago.
Also, the notification scrips have to be enabled AND if they are not
global, then they have to be in the queue where the transaction is being
initiated.
An example, if I click “Reply” on a ticket and add an email address in
the CC of that reply, then the addressee will get the email ONLY if I
have an enabled scrip that has an action of “Notify Others” for that
queue or globally, otherwise, they won’t get anything.
Another example, if I have a ticket (or a Queue-watcher) AdminCc and I
click reply on a ticket, enter my info and click “Update” (“Save
Changes” will NOT send anything anywhere), then in order for that email
to go out and be received, there must be an enabled scrip for “Notify
AdminCc” and the condition must be “On Correspond”.
Last example, If I change the status of a ticket to “open”, then no one
will get any email about it UNLESS the following:
1) There is an enabled scrip (globally or for that queue) that has a
condition of “On Transaction” or “On Status change” or one with a
User-defined condition for the ticket status being changed to “open”
(plus any other requirement) AND
2) The action is “Notify XX” where XX is a role and you have a
privileged user in that role that’s to receive the email (like an AdminCc).

So as you can see, there is not just one set of criteria that has to be 

met in order for someone to get an email.

What scrips do you have enacted for that queue and globally (the 

condition and action, please)?
Are the users you want to get email privileged users? And are they
listed in the roles you have scrips for?

Let me know. Hope this helps.

Kenn
LBNLOn 9/25/2008 11:52 PM, web master wrote:

Hi Kenneth
thanks!

So AdminCC and CC fields in People box metadata do not refer to ticket
watchers, so they refer to whom?

The very practical problem is that AdminCC and CC do not get email.
The only email sent is to requestor (initial AutoReply email). Then
nothing is sent when On Correspond and nothing On Resolve.

I added watchers in two ways to my queue: single users adding them
with the watcher queue link. At the group level, giving WatchAsAdmin
permission to a group of people in the groups rights link of the
queue.

Mail works (as one mail is sent), scrips are there (out of the RT box)

On Correspond Notify AdminCcs with template Admin Correspondence

and (global) template(s) are there, with the required blank line.
Admin Correspondence for example:

RT-Attach-Message: yes

<URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

To make extra sure, I also set
Set($NotifyActor, 1);

So what can be wrong?

Cheers

2008/9/25 Kenneth Crocker KFCrocker@lbl.gov:

web master,

   What behavior? All you have mentioned is the Cc and AdminCc field

being empty in a ticket. I don’t understand what it is you were trying to do
that didn’t work. Were you trying to see if they got an email from a scrip
or IS there a scrip for the action you were doing or what? People don’t just
automaticallyshow up in the Cc and AdminCc fields of a ticket. Those fields
are NOT the same as the Cc and AdminCc WATCHERS for a queue. I’m not even
sure if what I am saying has anything to do with your problem because you
really haven’t identified your problem as far as I can see. I’d like to
help, but I need to know what’s wrong.

Kenn
LBNL

On 9/25/2008 12:40 PM, web master wrote:

Hi All

I have followed
http://wiki.bestpractical.com/view/Rights
to set up my RT support queue.

I noticed that when viewing ticket metadata from web interface the People
section has fields AdminCCs and CCs empty. As from manual,
I added a group of people as AdminCCs. I also added one user
as watcher of that queue but that does not change anything.
Is this behaviour normal?
I also tried in the RT demo http://rt.easter-eggs.org/demos/testing/
adding john.foo as AdminCC watcher to the queue engineering and
creating a ticket in that queue as mike.bar, but same behaviour,
nothing shows up in the People metadata box.
Is this behaviour normal.

In fact, probably as a consequence of this, AdminCCs and CCs do not
get On Correspond emails.
Autoreply works ok, and requestor gets email when creating ticket.
so it is not a mailing problem.

Can anybody please clarify this?
Cheers


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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