Preservation of CC: in ticket creation

RT Users
1

Is RT supposed to keep the CC from the original emails that come in via the
mailgate?

I’ve had a few tickets that have arrived at our support queue, CC’d to
relevant parties, but the CC information isn’t saved in the ticket’s CC
fields, and so any replies made by our support staff go straight to the
requestor and not to those people who should be receiving the copies.

jaq@spacepants.org http://spacepants.org/jaq.gpg

2

Jamie Wilkinson jaq@spacepants.org writes:

Is RT supposed to keep the CC from the original emails that come in via the
mailgate?

depends on what your config sets $ParseNewMessageForTicketCcs to.

seph