Parsing CC from correspondence messages

RT Users
1

Hello rt-users,

Is it possible to set up RT to parse Cc fields of all ingoing
messages and add found emails to Ticket CC? Our Customers often add
someone to Cc and they want them to watch whole discussion.

I tried to find solution, but I found only
$ParseNewMessageForTicketCcs setting, but it works only while ticket
creation, and we need it to work with all correspondence.

Maksim Gurtovenko
Internal Development Engineer
SWsoft, Inc.
E-mail: mgurtovenko@swsoft.com

2

Hello rt-users,

Is it possible to set up RT to parse Cc fields of all ingoing
messages and add found emails to Ticket CC? Our Customers often add
someone to Cc and they want them to watch whole discussion.

I tried to find solution, but I found only
$ParseNewMessageForTicketCcs setting, but it works only while ticket
creation, and we need it to work with all correspondence.

You are right that RT only does this on ticket creation. You
could write a scrip that adds CCs for correspondence.

RT::Interface::email::ParseCcAddressesFromHead() might be
useful to you.

-Todd