[rt-users] $ParseMessageForTicketCcs for correspondence?

[Ruslan Zakirov]

On 12/4/05, Torsten Brumm <tob at brummix.de> wrote:
> Hi Guys,
>
> >>It appears that $ParseNewMessageForTicketCcs is for new tickets only,
> >>not for ongoing ticket email based correspondence.  I've looked in the
> >>FAQ and archived messages, but I haven't been able to find a clear,
> >>safe, way of adding non-duplicate CC's to a ticket for email
> >>correspondence in a similar manner as $ParseNewMessageForTicketCcs.
> >>
> >>Hints anyone?
> >>
> >>
> >
> >One. Be very, very careful. This would mean that anyone could add
> >themselves as a cc to all of your tickets, just by "spamming" you.
> >
> >
> >
> If i understand the statement correctly:
>
> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
> # Be forewarned that if you have _any_ addresses which forward mail to
> # RT automatically and you enable this option without modifying
> # "RTAddressRegexp" below, you will get yourself into a heap of trouble.
>
> Set($ParseNewMessageForTicketCcs , 1);
>
> Then the RT will add each Mail Address from To and Cc Line, so you have
> to check the next option:
>
> # RTAddressRegexp is used to make sure RT doesn't add itself as a ticket
> CC if
> # the setting above is enabled.
>
> Set($RTAddressRegexp , '^rt\@messenger.int.kn$');
>
> But, how can i make sure, that the system don't add itself ?!? The
> Regexp can do a lot, but you have to use mail addys where you can
> "filter" for. But what if you have Mail Addresses like:
>
> support at company.com
> rt at company.com
> helpdesk at company.com
> ???
qr/^(?:rt|support|helpdesk)(?:-comment)?\@company.com$/
This would mark next list of the addresses as RT's:
* support at company.com
* support-comment at company.com
* rt at company.com
* rt-comment at company.com
* helpdesk at company.com
* helpdesk-comment at company.com


>
> How will you create the regexp for this?
>
> @Jesse: is it possible to add all the RT System Mailaccounts separated
> by comma??? This could work, but better would be a check to the DB's
> Correspond and CommentAddress?!?
>
> Any hints?? So far i know, this worked good at the old RT2.....?!?
>
> Torsten
>
> >
> >
> >>Sorry if I've missed anything obvious.
> >>
> >>Thanks!
> >>--
> >>-Tim
> >>_______________________________________________
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> >>
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> >>
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> >>
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> >>
> >>
> >>
> >
> >
> >
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.