[rt-users] CC field question

Jason A. Diegmueller doogles at doogles.com
Tue Oct 19 15:28:53 EDT 2004

There seems to be a lot of confusion over "Other Recipients".

Perhaps "One Time Recipients" or something similar would be a better naming 
nomenclature for them.


On Tue, 19 Oct 2004, Jim Rowan wrote:

>> We use cc's to ask questions and inform parties who are not the
> requestor
>> or watchers.
>> Yes, it should send out an email to that person(s) for that one time
> only.
>> If it isn't, check your mail log.
> My understanding is that ALL mail (with the exception of "abnormal
> conditions" such as permission denied, etc...) that might be sent is
> triggered by a scrip and handled by one of the templates.
> Thus, whether mail gets sent when you fill in the CC box depends on if
> you have an appropriate scrip.
>> On Tue, 19 Oct 2004, Nathan Kroll wrote:
>> }When you comment on a ticket, there is a text box that is labelled as
>> }the CC field.  If you add an address to that field, will RT sent an
>> }email to that person regardless of what scrips are in place, or is
>> }that one-time CC held to the same rules (due to scrips) as the
> regular
>> }CC people on the ticket?
> I think these are "other recipients", and thus not handled exactly the
> same way as (regular) Cc's.  However, it is still done via a scrip.
>> }The reason I'm asking is because it was my understanding that when
>> }adding a CC address when commenting, that they would recieve and
> email
>> }regardless, but it doesn't seem to be working that way.  In fact, our
>> }install of rt isn't sending email to even the CCs set on ticket
>> }creation.  Is this due to scrip problems?  Is just having the
>> }addresses not enough, do I need a scrip that tells rt that it should
>> }actually send mail to the CC people?
> The latter.  The default installation does not have (or did not) a scrip
> that covers "on create notify ccs ...".
> Jim
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