RT: To and Cc emails separate

Our Requestors and Cc people receive separate emails when Correspondence is added to a Ticket.

This leads to confusion, where the Cc person thinks the original requestor was not included so they Reply again and Cc the requestor.

Is there some way, when Correspondence is added to a ticket, everyone receives the same email with all recipients listed?

Thanks,

David Stiff
Release Engineer
McAfee, Inc.
565 Kumpf Drive
Waterloo, Ontario N2V 1K3
(519) 880-2045 direct
(519) 747-4731 fax
david_stiff@mcafee.com
Safe online? Avoid dangerous web sites using McAfee SiteAdvisor™ - a FREE download from http://www.siteadvisor.com?cid=27092.
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Our RT system does this too…

I chalked it up to our old version though(3.2.1)

I’ve messed with the scrip setup multiple times trying all sorts of combinations, and I can’t get the system to send 1 email with to, cc all in 1 email.

I would love to hear how to do this…

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@normed.ca
Technology assistance: email nosmhelpdesk@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1 (800) 461-8777, option 8, or locally either
(705) 662-7120 or (807) 766-7500

David_Stiff@McAfee.com 2/12/2010 9:23 AM >>>
Our Requestors and Cc people receive separate emails when Correspondence is added to a Ticket.

This leads to confusion, where the Cc person thinks the original requestor was not included so they Reply again and Cc the requestor.

Is there some way, when Correspondence is added to a ticket, everyone receives the same email with all recipients listed?

Thanks,

David Stiff
Release Engineer
McAfee, Inc.
565 Kumpf Drive
Waterloo, Ontario N2V 1K3
(519) 880-2045 direct
(519) 747-4731 fax
david_stiff@mcafee.com
Safe online? Avoid dangerous web sites using McAfee SiteAdvisor™ - a FREE download from http://www.siteadvisor.com?cid=27092.
Don’t search or surf without it!

Our Requestors and Cc people receive separate emails when Correspondence is added to a Ticket.

This leads to confusion, where the Cc person thinks the original requestor was not included so
they Reply again and Cc the requestor.

Is there some way, when Correspondence is added to a ticket, everyone receives the same email
with all recipients listed?

This sounds like you have separate On Correspond Notify Foo scrips and
need to combine them. If you look at the Message-IDs of the two
separate emails, you can tell which scrip generated them and work
backwards to see what two scrips need to be combined.

-kevin