Say that I want a Requestor to get an AutoReply when they create a ticket.
“Ah,” you say, “Nothing could be easier, try the Global Scrip:”
On Create Autoreply To Requestors with template Autoreply
Say that I want to allow my users to automatically set CCs during their
initial submissions-via-email. “Ah,” you say, “Trivially easy, using the
minorly ugly (not to mention risk) hack, configured in RT_SiteConfig.pm:”
Set($ParseNewMessageForTicketCcs , "1");
Say, however, that I want the people CC:d on that initial message to
actually get a copy of the message from RT, so that they won’t just
respond to the message directly from the requestor, create another ticket,
and annoy the response staff unnecessarily.
“Slightly trickier,” you say, “but doable, using the following scrip:”
On Create Notify Requestors and Ccs with template Transaction
But here’s the kicker. This works out okay – the CC:s get a copy of the
mail that opens the ticket, so they can (hopefully) respond to that. Only
problem is, the Requestor now gets two responses – one, an Autoreply, and
one, a Transaction.
This is lame. Has anyone else found a more clever way to achieve this?
I’m to the point of either breaking open rt-mailgate and putting in the
ability to put in CC: headers in some weird way, so that RT can send them
out itself, or printing out a copy of
http://www.bestpractical.com/rt/docs/3.0/appendix3-scrips.txt and starting
to wave it around and say “Hey, where’s the ‘Notify All Watchers’ action
that’s documented here?” whenever I run across my favorite RT developers.