Unexpected "CC" stuff in 4.0.4

I’m a little confused about something in RT 4.0.4. If
I do the following:

  1. Create new ticket

  2. Reply via email to that ticket and add foo@bar.com
    as an email CC

RT does the following:

  1. Starts including foo@bar.com on replies (expected)

  2. Display.html : Does not show foo@bar.com as a “CC”. This
    is very problematic for us, as people end up “on” the ticket
    and we cannot readily see that. (UNEXPECTED)

  3. ModifyPeople.html : shows the following, abbreviated below
    for simplicity (UNEXPECTED)

     Add new watchers:
     Type           Email
     [-     ]       [ foo@bar.com ]
     [-     ]       [             ]
     [-     ]       [             ]
    

Is all of this expected behavior for 4.0.4? Can anyone
explain some of the rationale?

Hi Jeff,

Sounds more like local customization. RT doesn’t parse follow up
messages for Cc addresses. Out of the box RT has option to parse Cc
addresses in new tickets only, but not in replies.On Fri, Dec 30, 2011 at 19:01, Jeff Blaine jblaine@kickflop.net wrote:

I’m a little confused about something in RT 4.0.4. If
I do the following:

  1. Create new ticket

  2. Reply via email to that ticket and add foo@bar.com
    as an email CC

RT does the following:

  1. Starts including foo@bar.com on replies (expected)

  2. Display.html : Does not show foo@bar.com as a “CC”. This
    is very problematic for us, as people end up “on” the ticket
    and we cannot readily see that. (UNEXPECTED)

  3. ModifyPeople.html : shows the following, abbreviated below
    for simplicity (UNEXPECTED)

                                    Cc: none
    

    Add new watchers:
    Type Email
    [- ] [ foo@bar.com ]
    [- ] [ ]
    [- ] [ ]

Is all of this expected behavior for 4.0.4? Can anyone
explain some of the rationale?

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

Best regards, Ruslan.

Hi Jeff,

Sounds more like local customization. RT doesn’t parse follow up
messages for Cc addresses. Out of the box RT has option to parse Cc
addresses in new tickets only, but not in replies.

That’s puzzling then, because we have zero files under
/rt/local, no extensions installed, and completely stock
Scrips.> On Fri, Dec 30, 2011 at 19:01, Jeff Blainejblaine@kickflop.net wrote:

I’m a little confused about something in RT 4.0.4. If
I do the following:

  1. Create new ticket

  2. Reply via email to that ticket and add foo@bar.com
    as an email CC

RT does the following:

  1. Starts including foo@bar.com on replies (expected)

  2. Display.html : Does not show foo@bar.com as a “CC”. This
    is very problematic for us, as people end up “on” the ticket
    and we cannot readily see that. (UNEXPECTED)

  3. ModifyPeople.html : shows the following, abbreviated below
    for simplicity (UNEXPECTED)

                                     Cc: none
    
    Add new watchers:
    Type           Email
    [-     ]       [ foo@bar.com ]
    [-     ]       [             ]
    [-     ]       [             ]
    

Is all of this expected behavior for 4.0.4? Can anyone
explain some of the rationale?

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5& 6, 2012

Hi Jeff,

Sounds more like local customization. RT doesn’t parse follow up
messages for Cc addresses. Out of the box RT has option to parse Cc
addresses in new tickets only, but not in replies.

That’s puzzling then, because we have zero files under
/rt/local, no extensions installed, and completely stock
Scrips.

Then it’s not RT started Ccing that third party person, but most
probably people pick him on reply. RT saves emails it sends out, you
can view it and from headers figure out what happened.

May be somebody added him as Cc and then removed from Cc.

I’m a little confused about something in RT 4.0.4. If
I do the following:

  1. Create new ticket

  2. Reply via email to that ticket and add foo@bar.com
    as an email CC

RT does the following:

  1. Starts including foo@bar.com on replies (expected)

  2. Display.html : Does not show foo@bar.com as a “CC”. This
    is very problematic for us, as people end up “on” the ticket
    and we cannot readily see that. (UNEXPECTED)

  3. ModifyPeople.html : shows the following, abbreviated below
    for simplicity (UNEXPECTED)

                                    Cc: none
    

    Add new watchers:
    Type Email
    [- ] [ foo@bar.com ]
    [- ] [ ]
    [- ] [ ]

Is all of this expected behavior for 4.0.4? Can anyone
explain some of the rationale?

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5& 6, 2012

Best regards, Ruslan.

Then it’s not RT started Ccing that third party person, but most
probably people pick him on reply. RT saves emails it sends out, you
can view it and from headers figure out what happened.

May be somebody added him as Cc and then removed from Cc.

I’m doing all the testing. This is not some random weird
message from someone.

I made a new ticket to our-rt@our-rt-host.our.org with NO
CCs.

I got the autoreply.

I used email to reply to it, and ADDED a CC of foo@bar.com
in my mail program.

RT then shows:

                            Current watchers

                                Requestors:
                                    Blaine, Charles J.

                                Cc:
                                    none

Add new watchers
Type Email
[- ] [ foo@bar.com ] <------ THIS SHOWS UP
[- ] [ ]
[- ] [ ]

I can reproduce this scenario at will.

Hi,

You use “one time recipients” box that RT presents on reply page,
right? As question mentions
it’s one time thing for particular reply.On Sat, Dec 31, 2011 at 01:23, Jeff Blaine jblaine@kickflop.net wrote:

Then it’s not RT started Ccing that third party person, but most
probably people pick him on reply. RT saves emails it sends out, you
can view it and from headers figure out what happened.

May be somebody added him as Cc and then removed from Cc.

I’m doing all the testing. This is not some random weird
message from someone.

I made a new ticket to our-rt@our-rt-host.our.org with NO
CCs.

I got the autoreply.

I used email to reply to it, and ADDED a CC of foo@bar.com
in my mail program.

RT then shows:

                          Current watchers

                              Requestors:
                                  Blaine, Charles J.


                              Cc:
                                  none

Add new watchers
Type Email
[- ] [ foo@bar.com ] <------ THIS SHOWS UP
[- ] [ ]
[- ] [ ]

==============================================================

I can reproduce this scenario at will.

Best regards, Ruslan.

Hi,

You use “one time recipients” box that RT presents on reply page,
right? As question mentions
it’s one time thing for particular reply.

Nope. I don’t check any of those. The addresses show
as selectable checkboxes for ‘adding’. I don’t touch
them.

I enter “foo” as new ticket info. I submit.

All of these NON CC people get the correspondence email
from RT saying “foo”> On Sat, Dec 31, 2011 at 01:23, Jeff Blainejblaine@kickflop.net wrote:

Then it’s not RT started Ccing that third party person, but most
probably people pick him on reply. RT saves emails it sends out, you
can view it and from headers figure out what happened.

May be somebody added him as Cc and then removed from Cc.

I’m doing all the testing. This is not some random weird
message from someone.

I made a new ticket to our-rt@our-rt-host.our.org with NO
CCs.

I got the autoreply.

I used email to reply to it, and ADDED a CC of foo@bar.com
in my mail program.

RT then shows:

                           Current watchers

                               Requestors:
                                   Blaine, Charles J.


                               Cc:
                                   none

Add new watchers
Type Email
[- ] [ foo@bar.com ]<------ THIS SHOWS UP
[- ] [ ]
[- ] [ ]

==============================================================

I can reproduce this scenario at will.

Hi,

I ran out of ideas. If you write down detailed step by step
instructions (may be with screenshots for clarity) then we can try to
reproduce it on out of the box RT.On Sat, Dec 31, 2011 at 01:33, Jeff Blaine jblaine@kickflop.net wrote:

On 12/30/2011 4:29 PM, Ruslan Zakirov wrote:

Hi,

You use “one time recipients” box that RT presents on reply page,
right? As question mentions
it’s one time thing for particular reply.

Nope. I don’t check any of those. The addresses show
as selectable checkboxes for ‘adding’. I don’t touch
them.

I enter “foo” as new ticket info. I submit.

All of these NON CC people get the correspondence email
from RT saying “foo”

On Sat, Dec 31, 2011 at 01:23, Jeff Blainejblaine@kickflop.net wrote:

Then it’s not RT started Ccing that third party person, but most
probably people pick him on reply. RT saves emails it sends out, you
can view it and from headers figure out what happened.

May be somebody added him as Cc and then removed from Cc.

I’m doing all the testing. This is not some random weird
message from someone.

I made a new ticket to our-rt@our-rt-host.our.org with NO
CCs.

I got the autoreply.

I used email to reply to it, and ADDED a CC of foo@bar.com
in my mail program.

RT then shows:

                          Current watchers

                              Requestors:
                                  Blaine, Charles J.


                              Cc:
                                  none

Add new watchers
Type Email
[- ] [ foo@bar.com ]<------ THIS SHOWS UP
[- ] [ ]
[- ] [ ]

==============================================================

I can reproduce this scenario at will.

Best regards, Ruslan.