Requestor email

Just a quick request/peeve/vent/curious-as-to-why question…

Could it be made possible that email should be sent to the REQUESTOR no
matter what… even if the administrator generating the reply is the same
as the entry in the REQUESTOR field?

It seems that if "Rich.West@wesmo.com" is the requestor, and I reply to
that ticket (my email address is listed as Rich.West@wesmo.com in the RT
user database), the ticket record gets updated per my reply, but no
email gets sent.

While this may sound like a good thing ("What insane person would want
to get an email that they wrote to themselves), it really makes
debugging email problems, ones that include RT in the scenerio, difficult.

I will probably make the change locally, but, when it comes to Jesse and
RT, I like to keep in line with the RT design rather than creating
another ‘branch’ of my own… :slight_smile:

-Rich

So. The reason that I set up RT not to do this was because requestors
get really confused and annoyed when RT sends them copies of all mail they
send in. Not to mention the poorly-behaved autoresponders who get really
chatty.

Turning off this behavior is as simple as commenting out the following lines in
lib/RT/Action/Notify.pm:

#Strip the sender out of the To, Cc and AdminCc and set the 
# recipients fields used to build the message by the superclass.
@{$self->{'To'}} = grep (!/^$creator$/, @To);
@{$self->{'Cc'}} = grep (!/^$creator$/, @Cc);
@{$self->{'Bcc'}} = grep (!/^$creator$/, @Bcc);

If you want to submit a patch to Notify.pm and the config file to
make this behavior configurable, I’ll take it. When the 2.2 branch
exists and has per-user configuration, it is my intent to make this
a per-user configurable behavior.

How does that sound?
-jOn Thu, Dec 06, 2001 at 03:48:05PM -0500, Rich West wrote:

Just a quick request/peeve/vent/curious-as-to-why question…

Could it be made possible that email should be sent to the REQUESTOR no
matter what… even if the administrator generating the reply is the same
as the entry in the REQUESTOR field?

It seems that if "Rich.West@wesmo.com" is the requestor, and I reply to
that ticket (my email address is listed as Rich.West@wesmo.com in the RT
user database), the ticket record gets updated per my reply, but no
email gets sent.

While this may sound like a good thing ("What insane person would want
to get an email that they wrote to themselves), it really makes
debugging email problems, ones that include RT in the scenerio, difficult.

I will probably make the change locally, but, when it comes to Jesse and
RT, I like to keep in line with the RT design rather than creating
another ‘branch’ of my own… :slight_smile:

-Rich


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