$ParseMessageForTicketCcs for correspondence?

RT Users
1

It appears that $ParseNewMessageForTicketCcs is for new tickets only,
not for ongoing ticket email based correspondence. I’ve looked in the
FAQ and archived messages, but I haven’t been able to find a clear,
safe, way of adding non-duplicate CC’s to a ticket for email
correspondence in a similar manner as $ParseNewMessageForTicketCcs.

Hints anyone?

Sorry if I’ve missed anything obvious.

Thanks!
-Tim

2

It appears that $ParseNewMessageForTicketCcs is for new tickets only,
not for ongoing ticket email based correspondence. I’ve looked in the
FAQ and archived messages, but I haven’t been able to find a clear,
safe, way of adding non-duplicate CC’s to a ticket for email
correspondence in a similar manner as $ParseNewMessageForTicketCcs.

Hints anyone?

One. Be very, very careful. This would mean that anyone could add
themselves as a cc to all of your tickets, just by “spamming” you.

3

Hi Guys,

It appears that $ParseNewMessageForTicketCcs is for new tickets only,
not for ongoing ticket email based correspondence. I’ve looked in the
FAQ and archived messages, but I haven’t been able to find a clear,
safe, way of adding non-duplicate CC’s to a ticket for email
correspondence in a similar manner as $ParseNewMessageForTicketCcs.

Hints anyone?

One. Be very, very careful. This would mean that anyone could add
themselves as a cc to all of your tickets, just by “spamming” you.

If i understand the statement correctly:

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine

Ticket ‘Cc’ watchers from the To and Cc lines of incoming messages

Be forewarned that if you have any addresses which forward mail to

RT automatically and you enable this option without modifying

“RTAddressRegexp” below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , 1);

Then the RT will add each Mail Address from To and Cc Line, so you have
to check the next option:

RTAddressRegexp is used to make sure RT doesn’t add itself as a ticket

CC if

the setting above is enabled.

Set($RTAddressRegexp , ‘^rt@messenger.int.kn$’);

But, how can i make sure, that the system don’t add itself ?!? The
Regexp can do a lot, but you have to use mail addys where you can
“filter” for. But what if you have Mail Addresses like:

support@company.com
rt@company.com
helpdesk@company.com
???

How will you create the regexp for this?

@Jesse: is it possible to add all the RT System Mailaccounts separated
by comma??? This could work, but better would be a check to the DB’s
Correspond and CommentAddress?!?

Any hints?? So far i know, this worked good at the old RT2…?!?

Torsten

4

Hi Guys,

It appears that $ParseNewMessageForTicketCcs is for new tickets only,
not for ongoing ticket email based correspondence. I’ve looked in the
FAQ and archived messages, but I haven’t been able to find a clear,
safe, way of adding non-duplicate CC’s to a ticket for email
correspondence in a similar manner as $ParseNewMessageForTicketCcs.

Hints anyone?

One. Be very, very careful. This would mean that anyone could add
themselves as a cc to all of your tickets, just by “spamming” you.

If i understand the statement correctly:

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine

Ticket ‘Cc’ watchers from the To and Cc lines of incoming messages

Be forewarned that if you have any addresses which forward mail to

RT automatically and you enable this option without modifying

“RTAddressRegexp” below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , 1);

Then the RT will add each Mail Address from To and Cc Line, so you have
to check the next option:

RTAddressRegexp is used to make sure RT doesn’t add itself as a ticket

CC if

the setting above is enabled.

Set($RTAddressRegexp , ‘^rt@messenger.int.kn$’);

But, how can i make sure, that the system don’t add itself ?!? The
Regexp can do a lot, but you have to use mail addys where you can
“filter” for. But what if you have Mail Addresses like:

support@company.com
rt@company.com
helpdesk@company.com
???
qr/^(?:rt|support|helpdesk)(?:-comment)?@company.com$/
This would mark next list of the addresses as RT’s:

How will you create the regexp for this?

@Jesse: is it possible to add all the RT System Mailaccounts separated
by comma??? This could work, but better would be a check to the DB’s
Correspond and CommentAddress?!?

Any hints?? So far i know, this worked good at the old RT2…?!?

Torsten

Sorry if I’ve missed anything obvious.

Thanks!

-Tim

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html

Best regards, Ruslan.

5

Hi Guys,

It appears that $ParseNewMessageForTicketCcs is for new tickets only,
not for ongoing ticket email based correspondence. I’ve looked in the
FAQ and archived messages, but I haven’t been able to find a clear,
safe, way of adding non-duplicate CC’s to a ticket for email
correspondence in a similar manner as $ParseNewMessageForTicketCcs.

Hints anyone?

One. Be very, very careful. This would mean that anyone could add
themselves as a cc to all of your tickets, just by “spamming” you.

If i understand the statement correctly:

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine

Ticket ‘Cc’ watchers from the To and Cc lines of incoming messages

Be forewarned that if you have any addresses which forward mail to

RT automatically and you enable this option without modifying

“RTAddressRegexp” below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , 1);

Then the RT will add each Mail Address from To and Cc Line, so you have
to check the next option:

RTAddressRegexp is used to make sure RT doesn’t add itself as a ticket

CC if

the setting above is enabled.

Set($RTAddressRegexp , ‘^rt@messenger.int.kn$’);

But, how can i make sure, that the system don’t add itself ?!? The
Regexp can do a lot, but you have to use mail addys where you can
“filter” for. But what if you have Mail Addresses like:

support@company.com
rt@company.com
helpdesk@company.com
???
qr/^(?:rt|support|helpdesk)(?:-comment)?@company.com$/
oh, require escaped dot ^^^^ here

and see also Request Tracker Wiki

This would mark next list of the addresses as RT’s:

How will you create the regexp for this?

@Jesse: is it possible to add all the RT System Mailaccounts separated
by comma??? This could work, but better would be a check to the DB’s
Correspond and CommentAddress?!?

Any hints?? So far i know, this worked good at the old RT2…?!?

Torsten

Sorry if I’ve missed anything obvious.

Thanks!

-Tim

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html

–
Best regards, Ruslan.

Best regards, Ruslan.