[rt-users] CCs not cc'ed on new ticket creation

Roy El-Hames rfh at pipex.net
Mon Sep 25 05:15:19 EDT 2006


Have you got enabled a global\scrip to notify Admin CC on Create Ticket ..
ie from Global\scrips you should have a scrip with condition On create, 
and action Notify Admin CC.
Regards;
Roy

Tanu Mehrotra wrote:
> I am facing some what similar issue, can you pls help me on this 
>
> Whenever I create a new ticket a autogenerated mail should go to
> requestor as well as to the queue members responsible to resolve the
> issue. Currently mail goes to Requestor but not to the the queue members
>
>
> Do I need to make any custom settings from web interface or something in
> RT_SiteConfig.pm file.
>
>
> Thanks,
> Tanu 
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary Hall
> Sent: Sunday, September 24, 2006 10:55 PM
> To: Mathew
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] CCs not cc'ed on new ticket creation
>
> Thanks for the tip, Mathew.
>
> I've got the variable set. The addresses are added as CCs on the ticket
> . Copies of Replys are sent to the addresses.  The problem is that the
> addresses are not sent copies of the information entered into the
> "Create a new ticket" 
> form when
> the ticket is created.
>
> This might be the intended design. You create a ticket and specify who
> will receive copies of future updates to it but these people do not
> receive copies of the original ticket at the time of creation for some
> obscure reason. However, the comment on the form under the field says
> "(Sends a carbon-copy of this update to a comma-delimited list of email
> addresses. These people will receive future updates.)", so apparently
> the intention is that the CCs are cc'ed with the original ticket at
> creation time.
>
> I'm just trying to find out if others have the same issue and if someone
> has a fix.
>
> Gary
>
>
> Mathew wrote:
>   
>> Gary Hall wrote:
>>   
>>     
>>> I'm using RT 3.6.1.
>>>
>>> When creating new tickets via the "Create ticket in" button on the 
>>> home page (i.e., the https://.../Ticket/Create.html form the ticket 
>>> is created by the addresses in the CC line are not cc'ed with a copy 
>>> of the update.
>>>
>>> The only outgoing message is the AutoResponse.
>>>
>>> The addresses appear in a CC header in the new ticket history, tho'.
>>>
>>> Anyone else experience this? know what may be causing it?
>>>
>>> Gary
>>>
>>>     
>>>       
>> In etc/RT_Siteconfig.pm there is a setting called 
>> ParseNewMessagesForCC or something like that.  It might be set to 
>> 'undef' or '0'.  Change it to '1'.
>>
>>   
>>     
>
>
>   




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