RT 3.8.8 - ParseNewMessageForTicketCcs & RTAddressRegexp issue

RT Users
1

I had a quick scan back through the message-archive, but couldn’t find
anything that answers this issue fully:

Have tried to get RT parsing new inbound emails and adding any CC’d
addresses as TicketCC entries (excluding the queue address itself)
working properly, to save time on manually adding CC’d addresses to each
ticket, when required, but am having a few issues with getting it
working properly.

The parsing part seems to work OK, in that any new tickets emailed into
a queue have the CC’d addresses added to the TicketCC field of the
ticket. However, despite adding an RTAddressRegexp entry for the queue I
was sending a ticket into (I tried it with regex and with the exact
email-address of the queue), it still added the queue-address as a CC.

Is there any extra config that needs to be added, to get this working
properly, as I only had the ParseNewMessageForTicketCcs flag enabled,
and then a few RTAddressRegexp entries to cover all of the RT queues?

Regards,
Dan Baines
Systems Administrator
Zen Internet
Dan Baines
Systems Administrator, Zen Internet
T: 0845 058 9020

2

Is there any extra config that needs to be added, to get this working
properly, as I only had the ParseNewMessageForTicketCcs flag enabled,
and then a few RTAddressRegexp entries to cover all of the RT queues?

Nope. I suspect your RTAddressRegexp isn’t actually matching the queue
address. Please show us your config.

Thomas

3

Is there any extra config that needs to be added, to get this working
properly, as I only had the ParseNewMessageForTicketCcs flag enabled,
and then a few RTAddressRegexp entries to cover all of the RT queues?

Nope. I suspect your RTAddressRegexp isn’t actually matching the queue
address. Please show us your config.

Thomas

Config is as below (added as a new file within the RT_SiteConfig.d
folder - was only testing against one queue to start with), I’ve
redacted the domain to try to prevent harvesting:

start

CONFIG CHANGES FOR AUTO-ADDING CC ADDRESSES AS REQUESTORS

First, enable RT to parse new messages for CC’d addresses

Set($ParseNewMessageForTicketCcs , 1);

Now, restrict it from using any addresses on the domain

Set($RTAddressRegexp , ‘[1]+@<domainname.com>$’);

end

Have also tried the following entries:

Set($RTAddressRegexp , ‘[2]+@<domainname.com>$’);
or
Set($RTAddressRegexp , ‘^noc-tasks@<domainname.com>$’);
or:
Set($RTAddressRegexp , ‘^noc-tasks@<domainname.com>$’);

All of the above failed to prevent the new ticket from having the queue
address added as a CC address, yet the parsing is working fine in that
it adds new addresses to the CC-list within RT.

Regards,
Dan Baines
Systems Administrator, Zen Internet
T: 0845 058 9020

  1. a-z.- ↩︎

  2. a-z.- ↩︎

4

I originally posted the following message, back in March (apologies if
re-posting is frowned upon):

I had a quick scan back through the message-archive, but couldn’t find
anything that answers this issue fully:

Have tried to get RT parsing new inbound emails and adding any CC’d
addresses as TicketCC entries (excluding the queue address itself)
working properly, to save time on manually adding CC’d addresses to each
ticket, when required, but am having a few issues with getting it
working properly.

The parsing part seems to work OK, in that any new tickets emailed into
a queue have the CC’d addresses added to the TicketCC field of the
ticket. However, despite adding an RTAddressRegexp entry for the queue I
was sending a ticket into (I tried it with regex and with the exact
email-address of the queue), it still added the queue-address as a CC.

Is there any extra config that needs to be added, to get this working
properly, as I only had the ParseNewMessageForTicketCcs flag enabled,
and then a few RTAddressRegexp entries to cover all of the RT queues?

I had a reply, asking for the config used, which was posted as below:

Config is as below (added as a new file within the RT_SiteConfig.d
folder - was only testing against one queue to start with), I’ve
redacted the domain to try to prevent harvesting:

start

CONFIG CHANGES FOR AUTO-ADDING CC ADDRESSES AS REQUESTORS

First, enable RT to parse new messages for CC’d addresses

Set($ParseNewMessageForTicketCcs , 1);

Now, restrict it from using any addresses on the domain

Set($RTAddressRegexp , ‘[1]+@<domainname.com>$’);

end

Have also tried the following entries:

Set($RTAddressRegexp , ‘[2]+@<domainname.com>$’);
or
Set($RTAddressRegexp , ‘^noc-tasks@<domainname.com>$’);
or:
Set($RTAddressRegexp , ‘^noc-tasks@<domainname.com>$’);

All of the above failed to prevent the new ticket from having the queue
address added as a CC address, yet the parsing is working fine in that
it adds new addresses to the CC-list within RT.

After that, I received no further replies, so just wanted to drop this
message back into the list, just in case my reply was missed.

Regards,
Dan Baines
Systems Administrator, Zen Internet
T: 0845 058 9020

  1. a-z.- ↩︎

  2. a-z.- ↩︎

5

Config is as below (added as a new file within the RT_SiteConfig.d
folder - was only testing against one queue to start with), I’ve
redacted the domain to try to prevent harvesting:

start

CONFIG CHANGES FOR AUTO-ADDING CC ADDRESSES AS REQUESTORS

First, enable RT to parse new messages for CC’d addresses

Set($ParseNewMessageForTicketCcs , 1);

Now, restrict it from using any addresses on the domain

Set($RTAddressRegexp , ‘[1]+@<domainname.com>$’);

end

Have also tried the following entries:

Set($RTAddressRegexp , ‘[2]+@<domainname.com>$’);
or
Set($RTAddressRegexp , ‘^noc-tasks@<domainname.com>$’);
or:
Set($RTAddressRegexp , ‘^noc-tasks@<domainname.com>$’);

Please show us the actual config, not a censored version with
<domainname.com> in it. Otherwise we can’t actually say whether or not
your regex is wrong since you may have censored the incorrect part.

Please also include an example email as sent to RT that exhibits the
problem for you so we can see the address it’s supposed to match.

Thomas

  1. a-z.- ↩︎

  2. a-z.- ↩︎