Outgoing email To: header

RT Users
1

I have a user who objects to the fact that mail sent by RT has no To: header
(e.g. when he replies to or comments on a ticket). It show up in his mail as
"undisclosed recipients" and his mail filtering puts it someplace nasty.

Can I change that? How? I looked on the wiki and on the email archive and in
the book :-). If you just want to tell me where to go read about it I
welcome it.

[RT 3.6.1, sendmail, Solaris 10, apache 2.x, mysql 5.0.x]

Thanks,
Steve Holmes

2

Hi Steve

I have a user who objects to the fact that mail sent by RT has no To:
header
(e.g. when he replies to or comments on a ticket). It show up in his
mail as
“undisclosed recipients” and his mail filtering puts it someplace nasty.

Sounds like he’s an AdminCC and getting a Bcc of the mail, and there
aren’t any other recipients, so there is no To. If he’s got filtering,
could he not put in a rule to catch a subject with ‘[$rtname’ in, and do
the right thing with it? (that’s what I’ve done, anyway)

Cheers
Toby

3

Hi folks

I’m having the same issue as this one discussed in January. Is there
any way to easily change this so that AdminCC recipients actually get
a To: header. I understand that this would probably introduce
ambiguity as to whose address would go in there, but can’t it have To:
and Cc: headers to avoid this?

I’m not too familiar with the dos and don’ts of email headers, but
would appreciate any tips.

Regards,
RichardOn 9/11/07, Richard Brady rnbrady@gmail.com wrote:

Hi Steve

I have a user who objects to the fact that mail sent by RT has no To:
header
(e.g. when he replies to or comments on a ticket). It show up in his
mail as
“undisclosed recipients” and his mail filtering puts it someplace nasty.

Sounds like he’s an AdminCC and getting a Bcc of the mail, and there
aren’t any other recipients, so there is no To. If he’s got filtering,
could he not put in a rule to catch a subject with ‘[$rtname’ in, and do
the right thing with it? (that’s what I’ve done, anyway)

Cheers
Toby

4

Hi Richard,On Tue, 11 Sep 2007, Richard Brady wrote:

Is there any way to easily change this so that AdminCC recipients
actually get a To: header.

From my point of view this would best be done by changing the source
code (speaking of 3.4.5) but I am by no means authoritative.

Personally, I helped myself by adding this information at the end of
messages by adding the following to the involved templates:

URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
{ if( my $towner = $Ticket->OwnerObj->EmailAddress ) { “Own: “.
$towner .”\n” } }RQs: { $Ticket->RequestorAddresses }
{ if( my $tcc = $Ticket->CcAddresses ) { "CCs: ". $tcc } }

Now, if I only knew how to also add OtherRecipients :slight_smile: See my message
of 2007-08-30 (archived at
[rt-users] Access followup CCs in templates? [FAM-RT #828] )

HTH,

– Andreas

5

Hi Andreas

Thanks for the tip. I’ve also customised the the bit at the bottom but
this doesn’t stop people from asking why the To: field is blank in
Outlook. I’d like to avoid editing source, but I think it may be
possible to add headers in the templates for 3.6, so will have a look
into that and let you know.

Regards,
Richard> On 9/11/07, Andreas Schamanek schamane@fam.tuwien.ac.at wrote:

Hi Richard,

On Tue, 11 Sep 2007, Richard Brady wrote:

Is there any way to easily change this so that AdminCC recipients
actually get a To: header.

From my point of view this would best be done by changing the source
code (speaking of 3.4.5) but I am by no means authoritative.

Personally, I helped myself by adding this information at the end of
messages by adding the following to the involved templates:

–
URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
{ if( my $towner = $Ticket->OwnerObj->EmailAddress ) { “Own: “.
$towner .”\n” } }RQs: { $Ticket->RequestorAddresses }
{ if( my $tcc = $Ticket->CcAddresses ) { "CCs: ". $tcc } }

Now, if I only knew how to also add OtherRecipients :slight_smile: See my message
of 2007-08-30 (archived at
[rt-users] Access followup CCs in templates? [FAM-RT #828] )