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

Sharon.Belliveau at frb.gov Sharon.Belliveau at frb.gov
Tue Aug 9 16:07:10 EDT 2011

Success! Ruslan provided code in response to my request about modifying a
template to show the email address of one-time Bcc.  Below is code which I
added to our template for admin comments. It's  used for a scrip that
notifies adminCcs on comment. Those here who made this request will be
pleased to see both the ticket adminCcs and the one-time Bccs in their
email messages (rather than be curious/annoyed at the
undisclosed-recipoents in the header)
{ if( my $tacc = $Ticket->AdminCcAddresses ) { "Ticket AdminCcs: ".
$tacc } }
{ if ( my $onetimeBcc = $Transaction->Attachments->First->GetHeader
('RT-Send-Bcc')) { "One-time Bcc: " . $onetimeBcc } }

I also successfully tested the following code for one-time CC for
{ if ( my $onetimeCc = $Transaction->Attachments->First->GetHeader
('RT-Send-Cc')) { "One-time Bcc: " . $onetimeCc } }

Works in both our production RT3.8.10  instance of RT  and in our
development RT 4.0.1 instance.

Of course, we are encouraging our folks to use the web interface to view
full ticket history, including all comments and correspondence for the

Thanks so much, Ruslan!


Application Design + Development
Research & Statistics
Federal Reserve Board

ruslan.zakirov at gmail.com wrote on 08/05/2011 06:42:56 AM:
> 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
> > 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
> > the message.  For our purposes, the adminCcs would like to verify and
> > possibly contact any/all recipients. They often read their messages
> > 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
> > ticket cc(s), and ticket adminccs (with their name and email addresses)
> > 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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