User is Cc for every Ticket

Hi,

this is my first mail to this list.
I started using rt some weeks ago.
And now I have a strange problem.
One user is Cc for every ticket. When replying to a ticket via
the Webinterface , it says:
On Correspond Notify Ccs:
But on the ticket itself, the list of Ccs ist empty.

I can’t find where this person is set to be CC.
He is in no special group and has no different rights than other users

Any hints where to look ?

Cheers,
Christoph

GPG-Key: http://www.kluenter.de/chris.gpg
GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB 725A F76C 803C 758F 71C0

Hi,

this is my first mail to this list.
I started using rt some weeks ago.
And now I have a strange problem.
One user is Cc for every ticket. When replying to a ticket via
the Webinterface , it says:
On Correspond Notify Ccs:
But on the ticket itself, the list of Ccs ist empty.

I can’t find where this person is set to be CC.
He is in no special group and has no different rights than other users

He is probably a Queue CC

Configuration -> queue -> queue name -> Watchers

-kevin

  • Am Do, Feb 24, 2011 at 07:46:24 +0100 , schrieb christoph:

Hi,

this is my first mail to this list.
I started using rt some weeks ago.
And now I have a strange problem.
One user is Cc for every ticket. When replying to a ticket via
the Webinterface , it says:
On Correspond Notify Ccs:
But on the ticket itself, the list of Ccs ist empty.

I can’t find where this person is set to be CC.
He is in no special group and has no different rights than other users
Found the problem. The user entered himself as “watcher” for the queue.

Cheers,
christoph

Any hints where to look ?

Cheers,
Christoph

GPG-Key: http://www.kluenter.de/chris.gpg
GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB 725A F76C 803C 758F 71C0

Hi all,

when sending an email to RT 3.8.8 we have the following problem:

Situation:

Queue address: service-abc@example.org
Sender address: sender@example.com (known to RT, privileged, can create
tickets, etc)
Third party address: recipient@example.net

Sending an email with Cc to Queue address and have Reply-to Header set

Reply-to: recipient@example.net

yields “Could not load a valid user” for recipient@example.net

I think this may be a bug, because the original sender address is not
used to auth against RT.
I don’t know how reply addresses are normally handled via RT, but
auth’ing a user via the Reply-to header field is wrong because it is
almost every time different from the “From” field and to Reply-to
address may have no rights in RT in most cases.

Imagine the following workflow:
recipient@example.net is a list, I want to inform it of something while
creating a ticket using the Cc field.
In this case I am the requestor, emails should go to me and the Reply-to
address could be set as CC or whatever.
Giving the Reply-to address access to RT is impractical because it is a
list address only.

Can anybody confirm or has a solution to this? Maybe there is a quick
code-fix :wink:

greetings,
l.r.

Hi all,

sorry for sending it again, but so far our issue has not been discussed:

on 29.03.2011:

when sending an email to RT 3.8.8 we have the following problem:

Situation:

Queue address: service-abc@example.org
Sender address: sender@example.com (known to RT, privileged, can create
tickets, etc)
Third party address: recipient@example.net

Sending an email with Cc to Queue address and have Reply-to Header set

Reply-to: recipient@example.net

yields “Could not load a valid user” for recipient@example.net

I think this may be a bug, because the original sender address is not
used to auth against RT.
I don’t know how reply addresses are normally handled via RT, but
auth’ing a user via the Reply-to header field is wrong because it is
almost every time different from the “From” field and to Reply-to
address may have no rights in RT in most cases.

Imagine the following workflow:
recipient@example.net is a list, I want to inform it of something while
creating a ticket using the Cc field.
In this case I am the requestor, emails should go to me and the Reply-to
address could be set as CC or whatever.
Giving the Reply-to address access to RT is impractical because it is a
list address only.

Can anybody confirm or has a solution to this? Maybe there is a quick
code-fix :wink:

greetings,
l.r.

Hi all,

sorry for sending it again, but so far our issue has not been discussed:

on 29.03.2011:

when sending an email to RT 3.8.8 we have the following problem:

Situation:

Queue address: service-abc@example.org
Sender address: sender@example.com (known to RT, privileged, can create
tickets, etc)
Third party address: recipient@example.net

Sending an email with Cc to Queue address and have Reply-to Header set

To: recipient@example.net
Cc: service-abc@example.org
Reply-to: recipient@example.net

yields “Could not load a valid user” for recipient@example.net

Is the ticket successfully created though?

I think this may be a bug, because the original sender address is not
used to auth against RT.
I don’t know how reply addresses are normally handled via RT, but
auth’ing a user via the Reply-to header field is wrong because it is
almost every time different from the “From” field and to Reply-to
address may have no rights in RT in most cases.

Imagine the following workflow:
recipient@example.net is a list, I want to inform it of something while
creating a ticket using the Cc field.
In this case I am the requestor, emails should go to me and the Reply-to
address could be set as CC or whatever.
Giving the Reply-to address access to RT is impractical because it is a
list address only.

There are option in RT to have all the users referenced in the email
(including in the To: field) added as users, so they can be added as
requestor on the ticket. I expect that in your case, the ticket is
created, but doesn’t have any requestor (or just the user in the “from”
field, if it’s different).

Ultimatly, the workflow you suggest would have to have that list as a
“user” in RT. So you need to figure out why the user didn’t load/wasn’t
created.

I hope this helps…
Jok

Queue address: service-abc@example.org
Sender address: sender@example.com (known to RT, privileged, can
create tickets, etc)
Third party address: recipient@example.net

Sending an email with Cc to Queue address and have Reply-to Header set

To: recipient@example.net
Cc: service-abc@example.org
Reply-to: recipient@example.net

yields “Could not load a valid user” for recipient@example.net

I think this may be a bug, because the original sender address is
not used to auth against RT.

RT explicitly tries to make the Requestor of the ticket be the
Reply-To of an email. It’s been this way for many years and I don’t
see it changing anytime soon.

I actually use this all the time to log tickets that show Created by
Me but set someone else as the Requestor since I’m logging the ticket
for them.

You need to configure your permissions to allow for the creation of
recipient@example.net or do a clean overlay of RT to prefer From over
Reply-To in the ParseSenderAddressFromHead method.

-kevin