[rt-users] Automatically adding CC from mails to Watchers/CC in ticket

Todd Wade todd at bestpractical.com
Tue Nov 3 14:36:15 EST 2015


On 11/2/15 6:01 AM, Primoz Jeroncic wrote:
> Now if I want replies to go automatically to requestor (to his personal
> mail, from which they opened ticket) and also to their group mail, I
> need to add this group mail under each ticket (People->Add new watchers)
> by hand.
> As this is time consuming, and I'm not by machine checking this 24/7, to
> be able to add them by hand, I was hoping there could be way for RT to
> add these CC addresses from original mail which opened the new ticket,
> as watchers (as CC:) in RT ticket automatically.

This sounds like you could use the $ParseNewMessageForTicketCcs 
configuration variable:

https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#ParseNewMessageForTicketCcs

Please be sure to observe the note in there about setting 
RTAddressRegexp when using $ParseNewMessageForTicketCcs.



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