[rt-users] Re: Add a Cc via email to a ticket after the ticket has been created

[Jason A. Smith]

Hi,

I put my patch on the RT Wiki here:

http://wiki.bestpractical.com/index.cgi?ParseFollowupMessageForTicketCcs

Which also includes a newer version that solves a few more minor
problems that we were having.  It checks that the email address is not
already a watcher for the ticket or queue before it is added as a Cc
watcher, and it will add the sender of the email if appropriate (just in
case someone received a private copy of the ticket from a current
watcher and decided to post a followup message to RT).  We are still
using version 3.4.5 in production so the patch is against that version
of RT.

I assume that the RT Wiki is the best place for this sort of thing since
it will allow other interested users to find and try it, and if it
becomes popular and well tested then it might eventually go into a
future version.

~Jason



On Mon, 2006-11-06 at 04:23, Ringo Mandingo wrote:
> Of course:
> 
> Set($ParseNewMessageForTicketCcs , 1);
> 
> But this covers the case in which the ticket is created, e.g. the
> first email. Not the other ones. I'm referring to the emails that are
> coming after the first one.
> 
> Stefano
> 
> 2006/11/6, Mathew <theillien at yahoo.com>:
> > Have you checked the ParseNewMessageForTicketCcs directive in
> > RT_Siteconfig.pm
> >
> > Mathew
> >
> > Ringo Mandingo wrote:
> > > Hi I'm using RT 3.4 and in this version the problem described in
> > > object is present:
> > >
> > > If someone create a ticket first and then in another email sent after
> > > tries to include some other one in Cc , this latest contact isn't
> > > automatically inserted in the Cc list and so doesn't receive further
> > > mail exchange.
> > >
> > > I'd like to know if in the latest RT 3.5 or 3.6 the problem has been
> > > addressed and/or solved.
> > >
> > > For the moment I'm using the patch provided here:
> > > http://lists.fsck.com/pipermail/rt-users/2006-August/040946.html
> > >
> > > Thanks
> > > Stefano
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