Jason A. Smith wrote:> On Wed, 2006-08-02 at 21:51, Mathew Snyder wrote:
I’ve just got word from one of my users that we have issues with the Cc
on tickets.
One issue is that when a ticket is sent in, anyone listed in the
original email as a Cc is not added to the ticket as a Cc.
This can be solved by setting this option in your RT_SiteConfig.pm file:
Set($ParseNewMessageForTicketCcs , 1);
To avoid problems, don’t forget to set the associated reg-exp:
Set($RTAddressRegexp , ‘^…$’);
The other one concerns adding a Cc after the ticket has been created.
Sometimes, when this is done, the the email is not received by the
person added as a Cc.
We wanted the exact same behavior, so I looked at the RT code to see how
it implements the above option for new ticket creation, and did the same
for existing ticket followups. The patch I made (attached) is for
RT-3.4.5 and requires an additional config option to enable it:
Set($ParseFollowupMessageForTicketCcs , 1);
It modifies the RT/Interface/Email.pm module.
Has this been seen before? I tried doing a search through the archives
but that became tedious really fast.
Yes, when I was looking into this last month I did a quick search and
found a few previous posts with the same problem:
[rt-users] New ticket created as resolved
[Rt-devel] Adding CCs to Watchers List
I am not saying that my patch is perfect, but it is a quick hack that
works good enough for us. Maybe if enough other users also find this
useful, something similar to this patch can be included in a future
version of RT.
~Jason
diff -urN /usr/lib/rt/RT/Interface/Email.pm-dist /usr/lib/rt/RT/Interface/Email.pm
— /usr/lib/rt/RT/Interface/Email.pm-dist 2005-11-14 17:35:40.000000000 -0500
+++ /usr/lib/rt/RT/Interface/Email.pm 2006-07-21 13:30:02.000000000 -0400
@@ -746,6 +746,7 @@
my $Ticket = RT::Ticket->new($CurrentUser);
# {{{ If we don't have a ticket Id, we're creating a new ticket
- my $new_ticket = 1;
if ( (!$SystemTicket || !$SystemTicket->Id) &&
grep /^(comment|correspond)$/, @actions ) {
@@ -784,6 +785,8 @@
$args{‘ticket’} = $id;
# }}}
-
} else {
-
$new_ticket = 0;
}
$Ticket->Load( $args{‘ticket’} );
@@ -799,6 +802,21 @@
return ( 0, $message );
}
-
JAS - Add Ticket CCs for followups to current tickets also:
-
if (not $new_ticket and $RT::ParseFollowupMessageForTicketCcs) {
-
my @Cc = ParseCcAddressesFromHead(
-
Head => $head,
-
CurrentUser => $CurrentUser,
-
QueueObj => $SystemQueueObj
-
);
-
foreach (@Cc) {
-
$Ticket->AddWatcher(
-
Type => 'Cc',
-
Email => $_,
-
);
-
}
-
}
-
}}}
foreach my $action( @actions ) {
# If the action is comment, add a comment.
I attempted to apply the patch to v3.6.0. I got the following rejected
hunks of code:
*** 746,751 ****
my $Ticket = RT::Ticket->new($CurrentUser);
# {{{ If we don't have a ticket Id, we're creating a new ticket
if ( (!$SystemTicket || !$SystemTicket->Id) &&
grep /^(comment|correspond)$/, @actions ) {
— 746,752 ----
my $Ticket = RT::Ticket->new($CurrentUser);
# {{{ If we don't have a ticket Id, we're creating a new ticket
Knowing not much about Perl, I’m not sure how to look at this and
attempt to fix it.
Mathew Snyder