"one-time" Cc request not working

RT Users
1

Hello,

I have a ticket with no Cc, and I’m trying to reply and put a new Cc address
only for this single reply.

Requestors get the email successfully, however Cc doesn’t get anything.

I tried to play with permissions, however even when the Cc user gets a
superuser privilege, that doesn’t help.

I have RT version 3.2.1

Can anybody give me any ideas?

Thanks

Dimitry

2

Nobody has any ideas on what might be wrong here?-----Original Message-----

Hello,

I have a ticket with no Cc, and I’m trying to reply and put a new Cc address
only for this single reply.

Requestors get the email successfully, however Cc doesn’t get anything.

I tried to play with permissions, however even when the Cc user gets a
superuser privilege, that doesn’t help.

I have RT version 3.2.1

Can anybody give me any ideas?

Thanks

Dimitry

3

At Wednesday 5/4/2005 01:25 PM, Dimitry Faynerman wrote:

I have a ticket with no Cc, and Im trying to reply and put a new Cc
address only for this single reply.

Requestors get the email successfully, however Cc doesnt get anything.

I tried to play with permissions, however even when the Cc user gets a
superuser privilege, that doesnt help.

Dimitry,

Perhaps you don’t have any scrips configured to send replies to one-time
CCs? Could you list the scrips you have set up globally and for the queue?

Steve

4

Hello Stephen,

Thanks for your reply. Actually I do have a scrip which sends emails to Cc,
and when an email address is listed as a Cc for this ticket, it does gets
the email. However, when there’s no Cc for this ticket, and I just put an
email address in the Cc field when replying to a ticket, nothing is being
sent there.
Is there a difference (in terms of scrips) between “regular” Cc listed in
the “people” screen and one-time Cc-ing?

Anyway, here’s the list of my scrips:

On Correspond Open Tickets with template Blank
On Owner Change Notify Owner with template Transaction
On Create Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Admin Correspondence
On Correspond Notify AdminCcs with template Admin Correspondence
On Correspond Notify Requestors and Ccs with template Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment

Thanks!

5

At Wednesday 5/4/2005 02:30 PM, Dimitry Faynerman wrote:

Hello Stephen,

Thanks for your reply. Actually I do have a scrip which sends emails to Cc,
and when an email address is listed as a Cc for this ticket, it does gets
the email. However, when there’s no Cc for this ticket, and I just put an
email address in the Cc field when replying to a ticket, nothing is being
sent there.
Is there a difference (in terms of scrips) between “regular” Cc listed in
the “people” screen and one-time Cc-ing?

Yes - in the scrip action list, one-time CCs & BCCs are “Other Recipients”.
So you’ll need to add 2 scrips:

On Correspond Notify Other Recipients with template Correspondence
On Comment Notify Other Recipients as Comment with template Correspondence

Steve

6

I see now,
Thanks a lot for your help!