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

Ruslan Zakirov ruz at bestpractical.com
Fri Aug 5 06:42:56 EDT 2011

On Wed, Aug 3, 2011 at 10:17 PM,  <Sharon.Belliveau at frb.gov> wrote:
> 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.

Do you want to add emails of all recipients into text of messages that
AdminCcs get?

If you want to fill headers of the outgoing message via template then
read the following.

For example you have a reply X to a ticket that was cced to address A,
so A received a message. As well, AdminCc (user B) of the ticket/queue
received a message about reply X. Major point here is that user A and
B receive emails generated by different scrips. Messages they get are
not equal, for example message for adminccs contain URLs and other
metadata about the ticket. Each message has its own set of recipients.

You can create ONE scrip that notifies OtherRecipients, AdminCcs and
may be somebody else. Messages generated by such scrip would be the
same, so would have all recipients listed in headers, except Bcc.

> -Sharon

Best regards, Ruslan.

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