New tickets don't email cc'ers


#1

I don’t know who broke what, but my RT system is not even attempting to
email cc’d folks on new tickets created through the web. On any queue,
so it doesn’t appear to be a permissions issue. No edits appear to have
been made to SendEmail.pm.

Does anyone know of anything else that could cause this?

Thanks!

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607


#2

Check to see the global permissions for CC users.

Thank you,
Micah Gersten
onShore Networks
Internal Developer

Kimberly McKinnis wrote:


#3

I checked that already. But I did find the cause. If you use the web UI
to open a ticket, I don’t think RT emails cc’d people out of the box to
notify them about a new ticket. I had created a custom template to do
this, and it had gotten disabled. Thanks :)From: Micah Gersten [mailto:micah@onshore.com]
Sent: Thursday, June 26, 2008 5:59 PM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] new tickets don’t email cc’ers

Check to see the global permissions for CC users.

Thank you,
Micah Gersten
onShore Networks
Internal Developer

Kimberly McKinnis wrote:

I don’t know who broke what, but my RT system is not even attempting
to email cc’d folks on new tickets created through the web. On any
queue, so it doesn’t appear to be a permissions issue. No edits appear
to have been made to SendEmail.pm.

Does anyone know of anything else that could cause this?

Thanks!

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607


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


#4

CCs and BCCs on ticket creation/update in the UI are "Other Recipients"
in scrips. The scrips may not exist or be enabled out of the box, but
the functionality is there. If you mean CCs on Email creation, check
the RT_Config.pm for this line and copy it to RT_SiteConfig.pm annd
modify value as appropriate.

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine

Set($ParseNewMessageForTicketCcs , undef);

Kimberly McKinnis wrote:

I checked that already. But I did find the cause. If you use the web UI
to open a ticket, I don’t think RT emails cc’d people out of the box to
notify them about a new ticket. I had created a custom template to do
this, and it had gotten disabled. Thanks :slight_smile:

-----Original Message-----
From: Micah Gersten [mailto:micah@onshore.com]
Sent: Thursday, June 26, 2008 5:59 PM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] new tickets don’t email cc’ers

Check to see the global permissions for CC users.

Thank you,
Micah Gersten
onShore Networks
Internal Developer
http://www.onshore.com

Kimberly McKinnis wrote:

I don’t know who broke what, but my RT system is not even attempting
to email cc’d folks on new tickets created through the web. On any
queue, so it doesn’t appear to be a permissions issue. No edits appear
to have been made to SendEmail.pm.

Does anyone know of anything else that could cause this?

Thanks!

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607



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


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

Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati


#5

Kimberly,

What notification scrips do you have enabled on the Global level and on 

the queue in question (if that even applies)? Also, when you say "CC’s"
are talking about the CC’c that are queue watchers or the cc’s that are
on a single ticket? They are distinctly different in RT and the way RT
handles them in terms of notifications.

Kenn
LBNLOn 6/26/2008 6:38 PM, Kimberly McKinnis wrote:

I checked that already. But I did find the cause. If you use the web UI
to open a ticket, I don’t think RT emails cc’d people out of the box to
notify them about a new ticket. I had created a custom template to do
this, and it had gotten disabled. Thanks :slight_smile:

-----Original Message-----
From: Micah Gersten [mailto:micah@onshore.com]
Sent: Thursday, June 26, 2008 5:59 PM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] new tickets don’t email cc’ers

Check to see the global permissions for CC users.

Thank you,
Micah Gersten
onShore Networks
Internal Developer
http://www.onshore.com

Kimberly McKinnis wrote:

I don’t know who broke what, but my RT system is not even attempting
to email cc’d folks on new tickets created through the web. On any
queue, so it doesn’t appear to be a permissions issue. No edits appear
to have been made to SendEmail.pm.

Does anyone know of anything else that could cause this?

Thanks!

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607



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


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


#6

Cc’s on a single ticket… where the ticket is created through the
webUI.
I found the solution, but I also learned a good bit through the replies.

Thank you!From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Friday, June 27, 2008 10:29 AM
To: Kimberly McKinnis
Cc: Micah Gersten; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] new tickets don’t email cc’ers

Kimberly,

What notification scrips do you have enabled on the Global level

and on
the queue in question (if that even applies)? Also, when you say "CC’s"
are talking about the CC’c that are queue watchers or the cc’s that are
on a single ticket? They are distinctly different in RT and the way RT
handles them in terms of notifications.

Kenn
LBNL

I checked that already. But I did find the cause. If you use the web
UI
to open a ticket, I don’t think RT emails cc’d people out of the box
to
notify them about a new ticket. I had created a custom template to do
this, and it had gotten disabled. Thanks :slight_smile:

-----Original Message-----
From: Micah Gersten [mailto:micah@onshore.com]
Sent: Thursday, June 26, 2008 5:59 PM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] new tickets don’t email cc’ers

Check to see the global permissions for CC users.

Thank you,
Micah Gersten
onShore Networks
Internal Developer
http://www.onshore.com

Kimberly McKinnis wrote:

I don’t know who broke what, but my RT system is not even attempting
to email cc’d folks on new tickets created through the web. On any
queue, so it doesn’t appear to be a permissions issue. No edits
appear

to have been made to SendEmail.pm.

Does anyone know of anything else that could cause this?

Thanks!

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607


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


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