[rt-users] Ticket through email with mult. requestors and cc´s

[John Gaughan]

Hi Sven,

On Tue, 18 Jun 2002, Sven Sternberger wrote:
> Hello!
> 
> I think that I may overlook the solution, when a ticket
> is created through the email gateway, in the ticket
> there is never a cc set. I look for a way to
> set the cc field to all persons who receive the original email.
> I looked at the enhanced email gateway, but i dont see a
> easy solution with this tool.

The ability to add CCs to a ticket is built into the default rt-mailgate
script, but is disabled by default.  In RT's config.pm you'll find a
variable $ParseNewMessageForTicketCcs and subroutine IsRTAddress.

Setting $ParseNewMessageForTicketCcs to 1 will enable parsing of
incoming e-mails for addresses to add as CCs.  The IsRTAddress
subroutine is used to make sure that addresses that are used by RT
aren't added as CCs, so you will need to modify this as well otherwise
mail loops could occur.  

John.

-- 
John Gaughan, Systems Administrator
Irish Times New Media - http://www.ireland.com/