One-Time CC behavior

RT Users
1

I just replied to a ticket and used a “One-Time CC” of another person. The ticket shows that it emailed that person, but not the Requestor. I thought it was supposed to use One-Time CC and One-Time BCC as additional addresses, not replacements.

Can anyone confirm the proper behavior and, if I’m not see it, what I should check to correct it?

For what it’s worth, I didn’t see anything out of place in the queue’s “Scrips” section, but I might have missed something.

2

Hi Jamie

Ive just tested this on 4.4.2 and both the requestor and the one-time cc receive the mail. Do you see both users listed in “Scrips and Recipients” under the “Update Ticket” button, when you are crafting the reply?

regards
Garry

3

Yes. I see the requestors’ email addresses under “On Correspond Notify Requestors and Ccs”. They both have checks in the boxes next to their names. This is the case both before and after checking on a potential recipient by the “One-time CC:” field.