[rt-users] CC to watchers list. Any ideas?

[Ruslan Zakirov]

On 11/3/05, Joby Walker <joby at u.washington.edu> wrote:
> $RTAddressRegexp is only needed for additional emailaliases that go into RT.
>
> For Example: an RT instance with only the General Queue.  The email
> addresses for the General Queue are gen at example.com (reply)
> gen-cmt at example.com.  You do not need worry about these addresses -- rt
> already accounts for them.  But if you also have problems at example.com
> that is an alias for gen at rt.example.com, then you need to account for
> this in $RTAddressRegexp.
>
> In the simple case above "^problems\@example.com$" work work fine.  But
> if wrong at notasite.org was also an alias then something like:
>
> "^(problems\@example.com)|(wrong\@notasite.org)$"
this incorrect, should be:
"^(problems\@example.com|wrong\@notasite.org)$"

>
> should work as well.
>
> Or if the second address was "wrong at example.com" then
>
> "^(problems)|(wrong)\@example.com$" should work.
This is incorrect, should be /^(problems|wrong)\@example.com$/.

Joby and other, *all* email addresses that are aliased to RT should be
covered in this regular expression.


>
> Joby Walker
> ITI SSG, University of Washington
>
>
> Hersker, Steve wrote:
> > What should the value of $RTAddressRegexp be set to? I'm new to RT, so
> > please excuse my newbie-ness. My confusion stems from knowing what email
> > address to put here - I have sendmail setup with several aliases for each
> > queue. It's the email address of the queues that inbound mail would be
> > addressed to (and thus potentially causing a loop)...how do I account for
> > multiple email addresses?
> >
> > Or, am I completely missing something?
> >
> > Thanks!
> > Steve
> >
> >
> > -----Original Message-----
> > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> > Sent: Wednesday, November 02, 2005 10:28 AM
> > To: Hermann Ronaldsson
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] CC to watchers list. Any ideas?
> >
> > On 11/2/05, Hermann Ronaldsson <hermann at ronaldsson.net> wrote:
> >
> >>Hello!
> >>
> >>I have a question regarding tickets being created through e-mail.
> >>
> >>If a user sent a message to support at ourcompany.com and also put a CC: to
> >>various other addresses, how can i make these CC: addresses become part
> >>of the watcher list?
> >
> > RT_Config.pm:
> >
> > # 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 , undef);
> >
> >
> >>For some users it is annoying to get a "Permission Denied" from RT when
> >>they have made an
> >>"Reply to All" to a message that was CC:ed to them.
> >>
> >>We would of course want that reply to be logged in the ticket, yet we
> >>would not want to permit
> >>"Everyone" to do so.
> >>
> >>Greetings,
> >>Hermann Ronaldsson
> >>--
> >>  Hermann Ronaldsson
> >>  hermann at ronaldsson.net
> >>
> >>_______________________________________________
> >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >>
> >>Buy your copy of our new book, RT Essentials, today!
> >>
> >>Download a free sample chapter from http://rtbook.bestpractical.com
> >>
> >
> >
> >
> > --
> > Best regards, Ruslan.
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Buy your copy of our new book, RT Essentials, today!
> >
> > Download a free sample chapter from http://rtbook.bestpractical.com
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Buy your copy of our new book, RT Essentials, today!
> >
> > Download a free sample chapter from http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Buy your copy of our new book, RT Essentials, today!
>
> Download a free sample chapter from http://rtbook.bestpractical.com
>


--
Best regards, Ruslan.