[rt-users] Retain Cc and Bcc's for teh whole ticket thread.

[Ken Crocker]

Manohar,

Essentially, if the CC'c and Bcc's are in the ticket as watchers, they 
will be retained and will have access (SeeOutgoingEmail) to the thread. 
RT has an option for making sure all CC's and Bcc's are retained on the 
ticket when it is created. However, that is a Global option.
We found that to be a bit limiting, as some of our Queue Managers did 
not like this. So, we created a scrip that could be applied on a 
Queue-by-Queue basis that puts all initial CC's on a ticket and adds any 
non-redundant CC's as the ticket handles more mail. It is in the RT 
Wiki. You might want to look at it. I don't remember if we specifically 
addressed Bcc's, but you could use that code as a model and develop your 
own for this purpose.

Hope this helps.

Kenn
LBNL

On 1/4/2010 12:00 PM, Kevin Falcone wrote:
> On Thu, Dec 31, 2009 at 08:00:34PM +0530, H Manohar Rayker wrote:
>   
>>    How do I retain the Cc and Bcc list for the entire thread from starting to end in RT?
>>     
>
> Add them from the People tab, rather than as one-time-cc one-time-bccs
> during a reply.
>
>   
>>    I am using RT 3.8.4. Also there are some mail display formatting issues when sent the mails
>>    through Outlook (2k3 & 2k7) as they appear as attachment in the response mail received in my
>>    outlook program. Can this be solved by upgrading to 3.8.7 or is there any other fix for this?
>>     
>
> There are a number of fixes in 3.8.7 related to this, but there are
> also commits on 3.8-trunk that won't be released until 3.8.8
>
> -kevin
>   
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