Ticket CC's

To all,

I'd like to have a scrip that takes the CC's on an Email that 

creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.

Kenn
LBNL

It’s an option in the config. ParseNewMessages…On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcrocker@lbl.gov wrote:

To all,

I’d like to have a scrip that takes the CC’s on an Email that
creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.

Kenn
LBNL


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Best regards, Ruslan.

Ruslan,

Is that available in 3.6.4?

Kenn
LBNLOn 4/21/2009 12:59 PM, Ruslan Zakirov wrote:

It’s an option in the config. ParseNewMessages…

On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcrocker@lbl.gov wrote:

To all,

I’d like to have a scrip that takes the CC’s on an Email that
creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.

Kenn
LBNL


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Commercial support: sales@bestpractical.com

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Ruslan,

Sorry. I just found my answer. However, I have another question. I 

noticed some warnings about using this setting and NOT setting up
"Set($RTAddressRegexp , ‘^rt@example.com$’);". My question realtes to
how I understand this warning. I have over 100 Queues, all with unique
Email addresses. They all look like “queuename@address” with "@address"
being the same on ALL of them. How do I set this up properly so I don’t
create a nightmare?

Kenn
LBNLOn 4/21/2009 12:59 PM, Ruslan Zakirov wrote:

It’s an option in the config. ParseNewMessages…

On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcrocker@lbl.gov wrote:

To all,

I’d like to have a scrip that takes the CC’s on an Email that
creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.

Kenn
LBNL


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

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Commercial support: sales@bestpractical.com

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You use RTAddressRegex in search box on the wiki. And quickly find
http://wiki.bestpractical.com/view/RTAddressRegexpOn Wed, Apr 22, 2009 at 2:06 AM, Ken Crocker kfcrocker@lbl.gov wrote:

Ruslan,

Sorry. I just found my answer. However, I have another question. I

noticed some warnings about using this setting and NOT setting up
"Set($RTAddressRegexp , ‘^rt@example.com$’);". My question realtes to how I
understand this warning. I have over 100 Queues, all with unique Email
addresses. They all look like “queuename@address” with “@address” being the
same on ALL of them. How do I set this up properly so I don’t create a
nightmare?

Kenn
LBNL

On 4/21/2009 12:59 PM, Ruslan Zakirov wrote:

It’s an option in the config. ParseNewMessages…

On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcrocker@lbl.gov wrote:

To all,

I’d like to have a scrip that takes the CC’s on an Email that
creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.

Kenn
LBNL


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

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

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Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

The config file is plain old perl. You could fetch the list of
addresses form somewhere, and slap them together into
a regexp programatically; there are even modules for that.

Cambridge Energy Alliance: Save money. Save the planet.

Ruslan,

OK. I'll have my perl guru look at it. Thanks.

Kenn
LBNLOn 4/21/2009 3:46 PM, Ruslan Zakirov wrote:

You use RTAddressRegex in search box on the wiki. And quickly find
http://wiki.bestpractical.com/view/RTAddressRegexp

On Wed, Apr 22, 2009 at 2:06 AM, Ken Crocker kfcrocker@lbl.gov wrote:

Ruslan,

Sorry. I just found my answer. However, I have another question. I

noticed some warnings about using this setting and NOT setting up
"Set($RTAddressRegexp , ‘^rt@example.com$’);". My question realtes to how I
understand this warning. I have over 100 Queues, all with unique Email
addresses. They all look like “queuename@address” with “@address” being the
same on ALL of them. How do I set this up properly so I don’t create a
nightmare?

Kenn
LBNL

On 4/21/2009 12:59 PM, Ruslan Zakirov wrote:

It’s an option in the config. ParseNewMessages…

On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcrocker@lbl.gov wrote:

To all,

I’d like to have a scrip that takes the CC’s on an Email that
creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.

Kenn
LBNL


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

Ruslan Zakirov wrote 1407 bytes:

It’s an option in the config. ParseNewMessages…

On that note, I’ll add a few observations:

  1. RT does not add CCs of responses into ticket, ie. there is an
    existing ticket, and during the e-mail conversation I’ll CC to someone
    and I expect them to be added as ticket CC.

  2. If some of the CCs are already elsewhere in the ticket (eg. admincc),
    RT will happily send duplicate mails to the same address.

Regards,
Michal Svoboda

Ruslan Zakirov wrote 1407 bytes:

It’s an option in the config. ParseNewMessages…

On that note, I’ll add a few observations:

  1. RT does not add CCs of responses into ticket, ie. there is an
    existing ticket, and during the e-mail conversation I’ll CC to someone
    and I expect them to be added as ticket CC.
    Search for ParseNewMessage on the wiki and you quickly find:
    http://wiki.bestpractical.com/view/ParseFollowupMessageForTicketCcs
  1. If some of the CCs are already elsewhere in the ticket (eg. admincc),
    RT will happily send duplicate mails to the same address.
    Search by “duplicate” in archives and you quickly find
    http://www.gossamer-threads.com/lists/rt/users/82354?search_string=duplicate;#82354

Regards,
Michal Svoboda


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Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

Ruslan,

Another quick (and I hope simple) question. Can I set up RT so that 

only certain queues (separate email addresses) do the parsing of cc’s?
Thanks.

Kenn
LBNLOn 4/22/2009 1:10 AM, Ruslan Zakirov wrote:

On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda pht@spatium.org wrote:

Ruslan Zakirov wrote 1407 bytes:

It’s an option in the config. ParseNewMessages…

On that note, I’ll add a few observations:

  1. RT does not add CCs of responses into ticket, ie. there is an
    existing ticket, and during the e-mail conversation I’ll CC to someone
    and I expect them to be added as ticket CC.

Search for ParseNewMessage on the wiki and you quickly find:
http://wiki.bestpractical.com/view/ParseFollowupMessageForTicketCcs

  1. If some of the CCs are already elsewhere in the ticket (eg. admincc),
    RT will happily send duplicate mails to the same address.

Search by “duplicate” in archives and you quickly find
http://www.gossamer-threads.com/lists/rt/users/82354?search_string=duplicate;#82354

Regards,
Michal Svoboda


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

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

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Buy a copy at http://rtbook.bestpractical.com

you have to write custom code for thatOn Thu, Apr 23, 2009 at 10:38 PM, Ken Crocker kfcrocker@lbl.gov wrote:

Ruslan,

Another quick (and I hope simple) question. Can I set up RT so that only

certain queues (separate email addresses) do the parsing of cc’s? Thanks.

Kenn
LBNL

On 4/22/2009 1:10 AM, Ruslan Zakirov wrote:

On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda pht@spatium.org wrote:

Ruslan Zakirov wrote 1407 bytes:

It’s an option in the config. ParseNewMessages…

On that note, I’ll add a few observations:

  1. RT does not add CCs of responses into ticket, ie. there is an
    existing ticket, and during the e-mail conversation I’ll CC to someone
    and I expect them to be added as ticket CC.

Search for ParseNewMessage on the wiki and you quickly find:
http://wiki.bestpractical.com/view/ParseFollowupMessageForTicketCcs

  1. If some of the CCs are already elsewhere in the ticket (eg. admincc),
    RT will happily send duplicate mails to the same address.

Search by “duplicate” in archives and you quickly find
http://www.gossamer-threads.com/lists/rt/users/82354?search_string=duplicate;#82354

Regards,
Michal Svoboda


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

Best regards, Ruslan.

Ruslan,

OK. Thanks.

Kenn
LBNLOn 4/23/2009 11:46 AM, Ruslan Zakirov wrote:

you have to write custom code for that

On Thu, Apr 23, 2009 at 10:38 PM, Ken Crocker kfcrocker@lbl.gov wrote:

Ruslan,

Another quick (and I hope simple) question. Can I set up RT so that only

certain queues (separate email addresses) do the parsing of cc’s? Thanks.

Kenn
LBNL

On 4/22/2009 1:10 AM, Ruslan Zakirov wrote:

On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda pht@spatium.org wrote:

Ruslan Zakirov wrote 1407 bytes:

It’s an option in the config. ParseNewMessages…

On that note, I’ll add a few observations:

  1. RT does not add CCs of responses into ticket, ie. there is an
    existing ticket, and during the e-mail conversation I’ll CC to someone
    and I expect them to be added as ticket CC.

Search for ParseNewMessage on the wiki and you quickly find:
http://wiki.bestpractical.com/view/ParseFollowupMessageForTicketCcs

  1. If some of the CCs are already elsewhere in the ticket (eg. admincc),
    RT will happily send duplicate mails to the same address.

Search by “duplicate” in archives and you quickly find
http://www.gossamer-threads.com/lists/rt/users/82354?search_string=duplicate;#82354

Regards,
Michal Svoboda


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