[rt-users] CC to watchers list. Any ideas?

[Joby Walker]

$RTAddressRegexp is only needed for additional emailaliases that go into RT.

For Example: an RT instance with only the General Queue.  The email
addresses for the General Queue are gen at example.com (reply)
gen-cmt at example.com.  You do not need worry about these addresses -- rt
already accounts for them.  But if you also have problems at example.com
that is an alias for gen at rt.example.com, then you need to account for
this in $RTAddressRegexp.

In the simple case above "^problems\@example.com$" work work fine.  But
if wrong at notasite.org was also an alias then something like:

"^(problems\@example.com)|(wrong\@notasite.org)$"

should work as well.

Or if the second address was "wrong at example.com" then

"^(problems)|(wrong)\@example.com$" should work.

Joby Walker
ITI SSG, University of Washington


Hersker, Steve wrote:
> What should the value of $RTAddressRegexp be set to? I'm new to RT, so
> please excuse my newbie-ness. My confusion stems from knowing what email
> address to put here - I have sendmail setup with several aliases for each
> queue. It's the email address of the queues that inbound mail would be
> addressed to (and thus potentially causing a loop)...how do I account for
> multiple email addresses? 
> 
> Or, am I completely missing something?
> 
> Thanks!
> Steve
> 
> 
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
> Sent: Wednesday, November 02, 2005 10:28 AM
> To: Hermann Ronaldsson
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] CC to watchers list. Any ideas?
> 
> On 11/2/05, Hermann Ronaldsson <hermann at ronaldsson.net> wrote:
> 
>>Hello!
>>
>>I have a question regarding tickets being created through e-mail.
>>
>>If a user sent a message to support at ourcompany.com and also put a CC: to
>>various other addresses, how can i make these CC: addresses become part
>>of the watcher list?
> 
> RT_Config.pm:
> 
> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
> # Be forewarned that if you have _any_ addresses which forward mail to
> # RT automatically and you enable this option without modifying
> # "RTAddressRegexp" below, you will get yourself into a heap of trouble.
> 
> Set($ParseNewMessageForTicketCcs , undef);
> 
> 
>>For some users it is annoying to get a "Permission Denied" from RT when
>>they have made an
>>"Reply to All" to a message that was CC:ed to them.
>>
>>We would of course want that reply to be logged in the ticket, yet we
>>would not want to permit
>>"Everyone" to do so.
>>
>>Greetings,
>>Hermann Ronaldsson
>>--
>>  Hermann Ronaldsson
>>  hermann at ronaldsson.net
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Buy your copy of our new book, RT Essentials, today!
>>
>>Download a free sample chapter from http://rtbook.bestpractical.com
>>
> 
> 
> 
> --
> Best regards, Ruslan.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Buy your copy of our new book, RT Essentials, today! 
> 
> Download a free sample chapter from http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Buy your copy of our new book, RT Essentials, today! 
> 
> Download a free sample chapter from http://rtbook.bestpractical.com