Requestor's CCs not sent correspondence

Hi,

I’m using RT 3.8.7, which I’ve recently setup. I thought I’d tested this
before, but today it failed. The requestor sent in an email and CC’d two
other users on her email. When our support team replied, the reply was only
sent to the requestor. It failed to be sent to the two CCs that the
requestor added.

I took some scrips out, as I didn’t want autreplies and such, but I don’t
recall which ones I did remove. For scrips I’ve got:

1 On Correspond, Open Tickets with template Blank
2 On Owner Change Notify Owner
4 On Create Notify AdminCcs
5 On Correspond Notify AdminCcs with template Admin Correspondence
6 On Correspond Notify Requestors and Ccs with template Correspondence
7 On Correspond Notify Other Recipients with template Correspondence
8 On Comment Notify AdminCcs as Comment
9 On Comment Notify Other Recipients as Comment
11 On transaction, add any tags in the transaction’s subject to the ticket’s
subject

Any help or direction on where to dig would be greatly appreciated!

Alyssa,

There are a few ways to do this:

  1. Manually add any Cc’s to the CC field when you are in the “Reply” screen.
    If you do a lot of correspondence, this will rapidly become a pain in the
    rump. This option also requires that you have a enabled scrip that notifies
    "others", because that’s what they are, other Cc’s.

  2. Manually add the email Cc’s to the ticket as Ticket Cc’s. They will not
    be added as Queue Watcher Cc’s automatically because that is an entirely
    different type of role. This is also a pain in the rump, but only the first
    time, after the ticket is created.

  3. Turn on the RT config option that automatically adds any email Cc’s to
    the tickets as ticket Cc’s.

  4. If you do not want the automatic adding of ticket Cc’s for your entire
    RT session
    , then I have a couple perl scrips that will do this on a Queue
    basis
    for “Create” and “Correspond”.

Isn’t it wonderful to have so many options?

Hope this helps.

Kenn
LBNLOn Tue, Jun 15, 2010 at 4:40 PM, Alyssa Hardy ahardy@nxar.com wrote:

Hi,

I’m using RT 3.8.7, which I’ve recently setup. I thought I’d tested this
before, but today it failed. The requestor sent in an email and CC’d two
other users on her email. When our support team replied, the reply was only
sent to the requestor. It failed to be sent to the two CCs that the
requestor added.

I took some scrips out, as I didn’t want autreplies and such, but I don’t
recall which ones I did remove. For scrips I’ve got:

1 On Correspond, Open Tickets with template Blank
2 On Owner Change Notify Owner
4 On Create Notify AdminCcs
5 On Correspond Notify AdminCcs with template Admin Correspondence
6 On Correspond Notify Requestors and Ccs with template Correspondence
7 On Correspond Notify Other Recipients with template Correspondence
8 On Comment Notify AdminCcs as Comment
9 On Comment Notify Other Recipients as Comment
11 On transaction, add any tags in the transaction’s subject to the
ticket’s subject

Any help or direction on where to dig would be greatly appreciated!

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Alyssa,

When you read RT_Config.pm (which is the source for any override you want to
put in RT_SiteConfig.pm) you will see this option:

Set($ParseNewMessageForTicketCcs , undef);

You want to put this option in your RT_SiteConfig.pm file (/opt/rt3/etc/)
and set it to 1:

Set($ParseNewMessageForTicketCcs , 1);

The explanation provided by RT reads:

If <$ParseNewMessageForTicketCcs> is true, RT will attempt to divine
Ticket ‘Cc’ watchers from the To and Cc lines of incoming messages
Be forewarned that if you have any addresses which forward mail to
RT automatically and you enable this option without modifying
<$RTAddressRegexp> below, you will get yourself into a heap of trouble.

This will be a system-wide option.

Hope this helps.

Kenn
LBNLOn Wed, Jun 16, 2010 at 1:01 PM, Alyssa Hardy ahardy@legalonramp.comwrote:

Hi Kenneth,

I think I’d have a support team mutiny if I made them add the cc’s
manually!
So…

  1. Turn on the RT config option that automatically adds any email Cc’s to

the tickets as ticket Cc’s.

This is in RT_SiteConfig.pm? What’s the option to add?

Thanks in advance!
Alyssa