Problem with CC on ticket creation

RT Users
1

Hi,

There’s probably a simple reason for this that I’ve managed to overlook, if so my apologies.
When I create a ticket via the web gui, and add recipients I want to be copied to the Cc: box, they are not copied on the ticket creation.If I add the same users to the Admin Cc field, then the users get notification.Any ideas?.

Regards Darren

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2

Hi,

There’s probably a simple reason for this that I’ve managed to overlook,
if so my apologies. When I create a ticket via the web gui, and add
recipients I want to be copied to the Cc: box, they are not copied on
the ticket creation.If I add the same users to the Admin Cc field, then
the users get notification.Any ideas?.

Regards Darren

Yes. Examine the ‘On Create’ scrips both globally and for that queue. I
suspect you’ll have one which notifies AdminCCs but not one which notifies
CCs on ticket creation.

You don’t mention which version of RT, so I’m not sure exactly which
scrips you’ll have by default. In RT2, the defaults are relatively sane
but have a few surprises for the unwary, as I discovered the hard way.

I can’t comment on the RT3 defaults since I replaced them all anyway.

John

3

Thanks for the pointer, I’ve now added a scrip for the queue that does the right thing on ticket create, however I have another question if I may trouble you?.

When I create a ticket and attach a file, the ticket gets created and people in the Cc and AdminCc list get copied however the attachement doesn’t seem to get attached to the ticket nor do people on the CC lits get the attachement.

In the ticket history I see -

Wed Nov 12 15:41:50 2003 root - Ticket created [Reply] [Comment]Subject: dsnmcmnnccxz

  Subject: draftmanual.pdf

The second subject line contains the name of the attachment but the file isn’t attached, any ideas?.

Thanks !

Darren

4

Thanks for the pointer, I’ve now added a scrip for the queue that
does the right thing on ticket create, however I have another
question if I may trouble you?.

you should really read the docs, and search the mailing list
archives. both of these have been answered.

When I create a ticket and attach a file, the ticket gets created
and people in the Cc and AdminCc list get copied however the
attachement doesn’t seem to get attached to the ticket nor do people
on the CC lits get the attachement.

this has come up on rt-users before. I’m pretty sure I saw an
NotifyWithAttachment scrip action somewhere too. maybe contrib.

seph

5

Marshall, Darren wrote:

When I create a ticket and attach a file, the ticket gets created and
people in the Cc and AdminCc list get copied however the attachement
doesn’t seem to get attached to the ticket nor do people on the CC lits
get the attachement.

The template you’re using to send to the CCs doesn’t include the
necessary RT-Attach-Message header magic, at a guess.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

6

When I create a ticket and attach a file, the ticket gets created
and people in the Cc and AdminCc list get copied however the
attachement doesn’t seem to get attached to the ticket nor do people
on the CC lits get the attachement.

this has come up on rt-users before. I’m pretty sure I saw an
NotifyWithAttachment scrip action somewhere too. maybe contrib.

correcting myself, NotifyWithAttachment was for rt2. rt3 should be
dealing.

sorry
seph