[rt-users] RT should send something to the Cc list on ticket creation

[asterr]

As far as I can tell, your statement of the problem is correct.  I ran into
the same issue when deploying RT.

I ended up keeping the original:

     On Create Autoreply To Requestors with template Autoreply
 
And added:

     On Create Notify Requestors and Ccs with template Autoreply


The "Autoreply to Requestors" action skips the standard check to avoid sending
mail to the actor.  (You could change this in RT_SiteConfig.pm, but most
people only want to override this on creation.)

If you only have the second scrip, then requestors will stop getting e-mail
on ticket creation.

-Aaron


On Mon, 10 Nov 2003, Roderick Schertler wrote:

> Unless there's something wrong with my installation (RT 3.0.4 via Debian
> testing), RT by default doesn't send any email to the Cc list on ticket
> creation.  I think this is a problem for 2 reasons:
> 
>   - A ticket created via the web site won't get sent to the Cc list at
>     all.  They'll receive future updates to the ticket but they'll never
>     have seen the message which opened it.
> 
>   - A ticket submitted via email (using $ParseNewMessageForTicketCcs) will
>     have been sent to the Cc list as regular email, but those recipients
>     never get a message with the subject tag inserted so they have no way
>     to follow up to the ticket until they get a response from somebody.
>     If they respond to the message they did get (about all they can do)
>     they'll open an undesired new ticket.
> 
> Am I missing something about these two points?  Shouldn't the default
> behavior be to send something to the Cc list when a ticket is created?
> 
> I tried looking for discussion on this point on the user's mailing list.
> I found 1 time it came up within the past year (
> 
>     http://lists.fsck.com/pipermail/rt-users/2003-January/011729.html
> 
> ) but there were no responses.
> 
> I looked at changing this at my site.  I was going to add a new "on
> create" scrip to send the message to the Cc list, but found there's no
> action which sends a message only to the Cc list.  My next thought was
> to replace
> 
>     On Create Autoreply To Requestors with template Autoreply
> 
> with
> 
>     On Create Notify Requestors and Ccs with template Autoreply
> 
> but I was concerned that the "Autoreply To Requestors" action was doing
> something special (since all the others are called "Notify" something),
> and so I didn't want drop it.
> 
> My fix was to add a Autoreply_Local.pm with a replacement SetRecipients()
> which uses both the requestor and Cc list.  This seems to do what I want.
> Was this the right approach?
> 
> -- 
> Roderick Schertler
> roderick at argon.org
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> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> 
>