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
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
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.