[rt-users] $ParseMessageForTicketCcs for correspondence?

[Ruslan Zakirov]

On 12/4/05, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> 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$/
oh, require escaped dot                                            ^^^^ here

and see also http://wiki.bestpractical.com/index.cgi?RTAddressRegexp

> 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
> > >>_______________________________________________
> > >>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
> > >>
> > >>
> > >>
> > >
> > >
> > >
> >
> > _______________________________________________
> > 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.
>


--
Best regards, Ruslan.