[Rt-devel] Looking for template code: cc/bcc and creator email addresses

[Sharon.Belliveau at frb.gov]

Ruslan -

It's not  matter of control, it's for transparency those working on
tickets.

In the case of the one-time cc and bcc, those who are specified as ticket
adminCc's view messages from an email client and would like to see all
parties who received that specific comment or  reply/correspond message. As
it is now, the message shows 'undisclosed-recipients' in the bcc field of
the message.  For our purposes, the adminCcs would like to verify and
possibly contact any/all recipients. They often read their messages while
from their Blackberries devices which do not have access to RT on our
internal servers.  I have the code in the template to show requestor(s),
ticket cc(s), and ticket adminccs (with their name and email addresses) and
was asked to include the one-time Cc and adminCc's.


As for the creator's email address, not so important. In few situations in
a few queues, we want the creator's email address (again for those working
via email on a mobile device) to let the creator know about a change to be
made to the ticket.

-Sharon


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  |Ruslan Zakirov <ruz at bestpractical.com>                                                                                                            |
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  |Sharon.Belliveau at frb.gov                                                                                                                          |
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  |rt-devel at lists.bestpractical.com                                                                                                                  |
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  |08/03/2011 01:54 PM                                                                                                                               |
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  |Re: [Rt-devel] Looking for template code: cc/bcc and creator email addresses                                                                      |
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  |ruslan.zakirov at gmail.com                                                                                                                          |
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On Wed, Aug 3, 2011 at 9:37 PM,  <Sharon.Belliveau at frb.gov> wrote:
> Hello,
>
> In two separate templates, I'd like to include the email addresses
>
> 1) the "one-time cc/bcc" fields
> 2) the  ticket creator's email address

Why do you want to control it via templates? Use Argument field of the
notify action.


>
> Thanks for any help.
>
> Sharon Belliveau
> Application Design + Development
> Research & Statistics
> Federal Reserve Board
> 202 452 3013
>
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--
Best regards, Ruslan.