RT Help: Email to create ticket, CC doesn't stick


#1

When a user creates a ticket by sending an email with an address cc’d,
the cc’d addressee is not added to the ticket. Is this by design? Is
there a way for RT to read the cc’d data and add data to the appropriate
fields?

Best regards,

Mario A. Leal, Jr.

Senior Systems Analyst

Huston-Tillotson University

900 Chicon Street

Austin, TX 78702-2795

512.505.3009 (o)

512.505.3190 (f)

maleal@htu.edu mailto:maleal@htu.edu

Hear a beautiful rendition of The Star Spangled Banner:


http://www.youtube.com/watch?v=QKCVS57j284

#2

Hi Mario,

For ticket creation, you need to look at:

http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs

For followup correspondences, I do this here with a Scrip that I wrote
for our RT server, see:

http://wiki.bestpractical.com/view/AddWatchersOnCorrespond

If this is what you need then you should be able to easily add it to and
modify it for your server.

You should be aware of the security implications though, since basically
this will allow anyone who knows the email address(es) of your RT server
and a valid ticket number the ability to add themselves and anyone else
as a watcher of said ticket. For us, this is an operational requirement
and acceptable risk.

~JasonOn Fri, 2008-06-06 at 09:27 -0500, Leal, Mario A. wrote:

When a user creates a ticket by sending an email with an address cc’d,
the cc’d addressee is not added to the ticket. Is this by design? Is
there a way for RT to read the cc’d data and add data to the
appropriate fields?

Best regards,

Mario A. Leal, Jr.

Senior Systems Analyst

Huston-Tillotson University

900 Chicon Street

Austin, TX 78702-2795

512.505.3009 (o)

512.505.3190 (f)

maleal@htu.edu


Hear a beautiful rendition of The Star Spangled Banner:

http://www.youtube.com/watch?v=QKCVS57j284


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