Not add user emails to CC field

RT Users
1

Hi,

Is there a way to stop user’s email address from being added to CC list on
RT?

Thanks,

Simon

2

Is there a way to stop user’s email address from being added to CC list on RT?

Stop where, during ticket creation by email, from the web ui?

-kevin

3

After a ticket is created.

For example:

A ticket created by email, usera@example.com. This is added to requestors
field. During subsequent correspondences, userb@example2.com is cced. We
don’t want add userb@example2.com to the “Cc:” field. Is this possible?

SimonOn Mon, Jul 25, 2011 at 4:05 PM, Kevin Falcone falcone@bestpractical.comwrote:

On Mon, Jul 25, 2011 at 02:31:46PM -0700, Simon Gao wrote:

Is there a way to stop user’s email address from being added to CC
list on RT?

Stop where, during ticket creation by email, from the web ui?

-kevin

2011 Training: http://bestpractical.com/services/training.html

4

After a ticket is created.

For example:

A ticket created by email, usera@example.com
mailto:usera@example.com. This is added to requestors field. During
subsequent correspondences, userb@example2.com
mailto:userb@example2.com is cced. We don’t want add
userb@example2.com mailto:userb@example2.com to the “Cc:” field. Is
this possible?

You’ve turned on the $ParseNewMessageForTicketCcs option. Turn it off
to stop adding Ccs automatically.

Thomas

5

After a ticket is created.

For example:

A ticket created by email, usera@example.com
mailto:usera@example.com. This is added to requestors field. During
subsequent correspondences, userb@example2.com
mailto:userb@example2.com is cced. We don’t want add
userb@example2.com mailto:userb@example2.com to the “Cc:” field. Is
this possible?

You’ve turned on the $ParseNewMessageForTicketCcs option. Turn it off
to stop adding Ccs automatically.

Thomas

Can this done per queue based?

Simon

6

Can this done per queue based?

Not without modifying RT’s code.

Thomas

7

What about RT 4?

SimonOn Fri, Jul 29, 2011 at 10:48 AM, Thomas Sibley trs@bestpractical.comwrote:

On 07/29/2011 01:46 PM, Simon Gao wrote:

Can this done per queue based?

Not without modifying RT’s code.

Thomas

2011 Training: http://bestpractical.com/services/training.html

8

What about RT 4?

No. I was basing my answer off of 4 anyway since you never specified an
RT version.

Thomas

9

After a ticket is created.

For example:

A ticket created by email, [1]usera@example.com. This is added to requestors field. During
subsequent correspondences, [2]userb@example2.com is cced. We don’t want add
[3]userb@example2.com to the “Cc:” field. Is this possible?

They’re CC’ed from normal mail?

If you’re doing it in the webui, just make sure to use one-time-cc not
normal Cc

If it’s happening form normal mail, then you’ve modified RT and either
added the patch or scrip from the wiki that add Ccs to the ticket on
correspondence.

RT does not offer that behavior out of the box, the
ParseNewMessageForTicketCcs config option is actually create only.

Being able to add yourself to a ticket just by sending mail to it
opens ways to gain privileges by making yourself a requestor or a Cc
of a ticket you shouldn’t be able to see.

-kevin

10

After a ticket is created.

For example:

A ticket created by email, [1]usera@example.com. This is added to
requestors field. During
subsequent correspondences, [2]userb@example2.com is cced. We don’t
want add
[3]userb@example2.com to the “Cc:” field. Is this possible?

They’re CC’ed from normal mail?

If you’re doing it in the webui, just make sure to use one-time-cc not
normal Cc

If it’s happening form normal mail, then you’ve modified RT and either
added the patch or scrip from the wiki that add Ccs to the ticket on
correspondence.

It’s from normal mail. What’s the particular scrip called?

Simon

11 
 > After a ticket is created.
 >
 > For example:
 >
 > A ticket created by email, [1][2]usera@example.com. This is added to requestors field.
 During
 > subsequent correspondences, [2][3]userb@example2.com is cced. We don't want add
 > [3][4]userb@example2.com to the "Cc:" field. Is this possible?

 They're CC'ed from normal mail?

 If you're doing it in the webui, just make sure to use one-time-cc not
 normal Cc

 If it's happening form normal mail, then you've modified RT and either
 added the patch or scrip from the wiki that add Ccs to the ticket on
 correspondence.

It’s from normal mail. What’s the particular scrip called?

Depends what you called it, since it’s a local modification that you
either did as a scrip or as a change in the code.

-kevin

12

Simon,

I hacked the RT code for adding Email Cc’s and created a scrip that will do
it on a Queue-by-Queue basis for creates and subsequent correspondence. I
thought I put it in the wiki.

Kenn
LBNLOn Fri, Jul 29, 2011 at 10:46 AM, Simon Gao simon.gao@schrodinger.comwrote:

On Fri, Jul 29, 2011 at 10:43 AM, Thomas Sibley trs@bestpractical.comwrote:

On 07/29/2011 01:37 PM, Simon Gao wrote:

After a ticket is created.

For example:

A ticket created by email, usera@example.com
mailto:usera@example.com. This is added to requestors field. During
subsequent correspondences, userb@example2.com
mailto:userb@example2.com is cced. We don’t want add
userb@example2.com mailto:userb@example2.com to the “Cc:” field. Is
this possible?

You’ve turned on the $ParseNewMessageForTicketCcs option. Turn it off
to stop adding Ccs automatically.

Thomas

Can this done per queue based?

Simon

2011 Training: http://bestpractical.com/services/training.html