Retain Cc and Bcc's for teh whole ticket thread

Hi,

How do I retain the Cc and Bcc list for the entire thread from starting to
end in RT?

I am using RT 3.8.4. Also there are some mail display formatting issues when
sent the mails through Outlook (2k3 & 2k7) as they appear as attachment in
the response mail received in my outlook program. Can this be solved by
upgrading to 3.8.7 or is there any other fix for this?

Thanks

Manohar

How do I retain the Cc and Bcc list for the entire thread from starting to end in RT?

Add them from the People tab, rather than as one-time-cc one-time-bccs
during a reply.

I am using RT 3.8.4. Also there are some mail display formatting issues when sent the mails
through Outlook (2k3 & 2k7) as they appear as attachment in the response mail received in my
outlook program. Can this be solved by upgrading to 3.8.7 or is there any other fix for this?

There are a number of fixes in 3.8.7 related to this, but there are
also commits on 3.8-trunk that won’t be released until 3.8.8

-kevin

Manohar,

Essentially, if the CC’c and Bcc’s are in the ticket as watchers, they
will be retained and will have access (SeeOutgoingEmail) to the thread.
RT has an option for making sure all CC’s and Bcc’s are retained on the
ticket when it is created. However, that is a Global option.
We found that to be a bit limiting, as some of our Queue Managers did
not like this. So, we created a scrip that could be applied on a
Queue-by-Queue basis that puts all initial CC’s on a ticket and adds any
non-redundant CC’s as the ticket handles more mail. It is in the RT
Wiki. You might want to look at it. I don’t remember if we specifically
addressed Bcc’s, but you could use that code as a model and develop your
own for this purpose.

Hope this helps.

Kenn
LBNLOn 1/4/2010 12:00 PM, Kevin Falcone wrote:

On Thu, Dec 31, 2009 at 08:00:34PM +0530, H Manohar Rayker wrote:

How do I retain the Cc and Bcc list for the entire thread from starting to end in RT?

Add them from the People tab, rather than as one-time-cc one-time-bccs
during a reply.

I am using RT 3.8.4. Also there are some mail display formatting issues when sent the mails
through Outlook (2k3 & 2k7) as they appear as attachment in the response mail received in my
outlook program. Can this be solved by upgrading to 3.8.7 or is there any other fix for this?

There are a number of fixes in 3.8.7 related to this, but there are
also commits on 3.8-trunk that won’t be released until 3.8.8

-kevin



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I apologize for responding to an old thread but I can’t find the global
option mentioned in your message. Can you lighten this ?

Thanks !

Simon.On 06/01/2010 19:13, Ken Crocker wrote:

Manohar,

Essentially, if the CC’c and Bcc’s are in the ticket as watchers, they
will be retained and will have access (SeeOutgoingEmail) to the
thread. RT has an option for making sure all CC’s and Bcc’s are
retained on the ticket when it is created. However, that is a Global
option.
We found that to be a bit limiting, as some of our Queue Managers did
not like this. So, we created a scrip that could be applied on a
Queue-by-Queue basis that puts all initial CC’s on a ticket and adds
any non-redundant CC’s as the ticket handles more mail. It is in the
RT Wiki. You might want to look at it. I don’t remember if we
specifically addressed Bcc’s, but you could use that code as a model
and develop your own for this purpose.

Hope this helps.

Kenn
LBNL

On 1/4/2010 12:00 PM, Kevin Falcone wrote:

On Thu, Dec 31, 2009 at 08:00:34PM +0530, H Manohar Rayker wrote:

How do I retain the Cc and Bcc list for the entire thread from starting to end in RT?

Add them from the People tab, rather than as one-time-cc one-time-bccs
during a reply.

I am using RT 3.8.4. Also there are some mail display formatting issues when sent the mails
through Outlook (2k3 & 2k7) as they appear as attachment in the response mail received in my
outlook program. Can this be solved by upgrading to 3.8.7 or is there any other fix for this?

There are a number of fixes in 3.8.7 related to this, but there are
also commits on 3.8-trunk that won’t be released until 3.8.8

-kevin



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com