Removing an email address from an incoming ticket?

RT Users
1

I tend to use RT in a ‘stealth’ manner, in that I encourage my users to
send an email to me directly, then I’ll bounce it to the relevant queue
after I’ve determined that it’s a job to look at …

Unfortunately this means that I end up as a Cc: on the ticket, which
means I get a duplicate copy of any email associated with it …

Is there any easy way to prevent that behaviour?

Malcolm Herbert This brain intentionally
mjch@mjch.net left blank

2

I tend to use RT in a ‘stealth’ manner, in that I encourage
my users to
send an email to me directly, then I’ll bounce it to the
relevant queue
after I’ve determined that it’s a job to look at …

Unfortunately this means that I end up as a Cc: on the ticket, which
means I get a duplicate copy of any email associated with it …

Is there any easy way to prevent that behaviour?

Make sure that $ParseNewMessageForTicketCcs in RT_SiteConfig.pm is set
to 0.

Eric Schultz
United Online

3

|> I tend to use RT in a ‘stealth’ manner, in that I encourage my users
|> to send an email to me directly, then I’ll bounce it to the relevant
|> queue after I’ve determined that it’s a job to look at …
|>
|> Unfortunately this means that I end up as a Cc: on the ticket, which
|> means I get a duplicate copy of any email associated with it …
|>
|> Is there any easy way to prevent that behaviour?
|
|Make sure that $ParseNewMessageForTicketCcs in RT_SiteConfig.pm is set
|to 0.

I have that set and I want this behaviour, I just don’t want the extra
copies Cc:ed to me.

I already use procmail at the mail entry point, but was hoping to be
able to manipulate the ticket object when it’s created in some sort of
custom scrip action, but I’m all at sea when it comes to RT internals,
sorry …

In essence all I’m looking for is a Perl snippet to remove a particular
address from a list of ticket Cc addresses if present …

Malcolm Herbert This brain intentionally
mjch@mjch.net left blank