ParseNewMessageForTicketCCs - confirm how it works

HI everyone,

I just wanted to get confirmation on how the ParseNewMessageForTicketCCs
work.

http://requesttracker.wikia.com/wiki/EmailInterface

Specifically,

ParseNewMessageForTicketCcs (boolean) - when *$ParseNewMessageForTicketCcs

  • is true, RT automatically adds email addresses found in the Cc header to
    the ticket’s Cc at creation.

If a new message comes in that isTo: foo1, foo2, fooN
Cc: bar1
From: bar2

And foo1, and foo2 go to 2 different queues

RT will:

  • create a ticket in foo1’s queue
  • create a ticket in foo2’s queue
  • add bar1 as a CC on both tickets
  • make the requestor of both tickets bar2

RT will not add foo2 → fooN as anything to foo1’s ticket as these
addresses are in the To block, not the Cc block.

I don’t have a good testing bed right now, and was hoping someone had
tested this already or can confirm that is how it works before I flip the
switch :stuck_out_tongue:

Thanks!
Mike.

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

HI everyone,

I just wanted to get confirmation on how the ParseNewMessageForTicketCCs
work.

http://requesttracker.wikia.com/wiki/EmailInterface

Specifically,

ParseNewMessageForTicketCcs (boolean) - when $ParseNewMessageForTicketCcs is
true, RT automatically adds email addresses found in the Cc header to the
ticket’s Cc at creation.

If a new message comes in that is

To: foo1, foo2, fooN
Cc: bar1
From: bar2

And foo1, and foo2 go to 2 different queues

RT will:

  • create a ticket in foo1’s queue
  • create a ticket in foo2’s queue

Right, as RT would receive two emails actually.

  • add bar1 as a CC on both tickets
  • make the requestor of both tickets bar2

RT will not add foo2 → fooN as anything to foo1’s ticket as these addresses
are in the To block, not the Cc block.

It would use To actually, but skip all RT addresses. To do the latter
RT should be properly configured to know all its addresses.

I don’t have a good testing bed right now, and was hoping someone had tested
this already or can confirm that is how it works before I flip the switch :stuck_out_tongue:

Looked into code. Grep fro option name, it’s only used in one place.

Thanks!
Mike.


Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca


RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston — March 5 & 6, 2012

Best regards, Ruslan.

Hmm,

So, ParseNewMessageForTicketCCs looks at the To and Cc block and adds any
address that doesn’t match the regular expression to the ticket.

SoTo: RTQueue;Tom;Sue
Cc:Jerry
From: Bob

With ParseNewMessageForTicketCCs off

Result is a ticket with Bob as the requestor, and Tom, Sue, Jerry aren’t
attached to the ticket in anyway.

With it on

Result is a ticket with Bob as the requestor, Tom, Sue and Jerry all are
Cc’s on the ticket?

Thanks Ruslan!
Mike.

Hmm,

So, ParseNewMessageForTicketCCs looks at the To and Cc block and adds any
address that doesn’t match the regular expression to the ticket.

So

To: RTQueue;Tom;Sue
Cc:Jerry
From: Bob

With ParseNewMessageForTicketCCs off

Result is a ticket with Bob as the requestor, and Tom, Sue, Jerry aren’t
attached to the ticket in anyway.

With it on

Result is a ticket with Bob as the requestor, Tom, Sue and Jerry all are
Cc’s on the ticket?

Yep.

Thanks Ruslan!
Mike.

HI everyone,

I just wanted to get confirmation on how the ParseNewMessageForTicketCCs
work.

http://requesttracker.wikia.com/wiki/EmailInterface

Specifically,

ParseNewMessageForTicketCcs (boolean) - when
$ParseNewMessageForTicketCcs is
true, RT automatically adds email addresses found in the Cc header to
the
ticket’s Cc at creation.

If a new message comes in that is

To: foo1, foo2, fooN
Cc: bar1
From: bar2

And foo1, and foo2 go to 2 different queues

RT will:

  • create a ticket in foo1’s queue
  • create a ticket in foo2’s queue

Right, as RT would receive two emails actually.

  • add bar1 as a CC on both tickets
  • make the requestor of both tickets bar2

RT will not add foo2 → fooN as anything to foo1’s ticket as these
addresses
are in the To block, not the Cc block.

It would use To actually, but skip all RT addresses. To do the latter
RT should be properly configured to know all its addresses.

I don’t have a good testing bed right now, and was hoping someone had
tested
this already or can confirm that is how it works before I flip the
switch :stuck_out_tongue:

Looked into code. Grep fro option name, it’s only used in one place.

Thanks!
Mike.


Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca


RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston — March 5 & 6, 2012


Best regards, Ruslan.


Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca


RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston — March 5 & 6, 2012

Best regards, Ruslan.