[rt-users] Problems with Cc

[Robert Pawlowicz]

Hi there,

I noticed that the CCs and BCCs were not being sent very quickly after I
installed RT on my server. I'm not entirely sure why I need to add these
variables to the config file. Shouldn't this be something that works
straight out of the box.

What about the Admin CC? Does this need an additional switch also?

I'm just a little unsure whether this is a special case or in fact I do
need to make modifications to the out-of-the-box config to get RT to
work as it should.

Regards,

Rob

Mathew wrote:
> Jason A. Smith wrote:
>> On Wed, 2006-08-02 at 21:51, Mathew Snyder wrote:
>>> I've just got word from one of my users that we have issues with the Cc
>>> on tickets.
>>>
>>> One issue is that when a ticket is sent in, anyone listed in the
>>> original email as a Cc is not added to the ticket as a Cc.
>>
>> This can be solved by setting this option in your RT_SiteConfig.pm file:
>>
>> Set($ParseNewMessageForTicketCcs , 1);
>>
>> To avoid problems, don't forget to set the associated reg-exp:
>>
>> Set($RTAddressRegexp , '^....$');
>>
>>> The other one concerns adding a Cc after the ticket has been created.
>>> Sometimes, when this is done, the the email is not received by the
>>> person added as a Cc.
>>
>> We wanted the exact same behavior, so I looked at the RT code to see how
>> it implements the above option for new ticket creation, and did the same
>> for existing ticket followups.  The patch I made (attached) is for
>> RT-3.4.5 and requires an additional config option to enable it:
>>
>> Set($ParseFollowupMessageForTicketCcs , 1);
>>
>> It modifies the RT/Interface/Email.pm module.
>>
>>> Has this been seen before?  I tried doing a search through the archives
>>> but that became tedious really fast.
>>
>> Yes, when I was looking into this last month I did a quick search and
>> found a few previous posts with the same problem:
>>
>> http://lists.bestpractical.com/pipermail/rt-users/2005-June/032116.html
>>
>> http://lists.bestpractical.com/pipermail/rt-devel/2006-July/008658.html
>>
>> I am not saying that my patch is perfect, but it is a quick hack that
>> works good enough for us.  Maybe if enough other users also find this
>> useful, something similar to this patch can be included in a future
>> version of RT.
>>
>> ~Jason
>>
>>
>>
>> ------------------------------------------------------------------------
>>
>> diff -urN /usr/lib/rt/RT/Interface/Email.pm-dist
>> /usr/lib/rt/RT/Interface/Email.pm
>> --- /usr/lib/rt/RT/Interface/Email.pm-dist      2005-11-14
>> 17:35:40.000000000 -0500
>> +++ /usr/lib/rt/RT/Interface/Email.pm   2006-07-21 13:30:02.000000000
>> -0400
>> @@ -746,6 +746,7 @@
>>      my $Ticket = RT::Ticket->new($CurrentUser);
>>
>>      # {{{ If we don't have a ticket Id, we're creating a new ticket
>> +    my $new_ticket = 1;
>>      if ( (!$SystemTicket || !$SystemTicket->Id) &&
>>             grep /^(comment|correspond)$/, @actions ) {
>>
>> @@ -784,6 +785,8 @@
>>         $args{'ticket'} = $id;
>>
>>          # }}}
>> +    } else {
>> +      $new_ticket = 0;
>>      }
>>
>>      $Ticket->Load( $args{'ticket'} );
>> @@ -799,6 +802,21 @@
>>          return ( 0, $message );
>>      }
>>
>> +    # JAS - Add Ticket CCs for followups to current tickets also:
>> +    if (not $new_ticket and $RT::ParseFollowupMessageForTicketCcs) {
>> +      my @Cc = ParseCcAddressesFromHead(
>> +                                       Head        => $head,
>> +                                       CurrentUser => $CurrentUser,
>> +                                       QueueObj    => $SystemQueueObj
>> +                                      );
>> +      foreach (@Cc) {
>> +       $Ticket->AddWatcher(
>> +                           Type => 'Cc',
>> +                           Email => $_,
>> +                          );
>> +      }
>> +    }
>> +
>>      # }}}
>>      foreach my $action( @actions ) {
>>          #   If the action is comment, add a comment.
> 
> I'll test this with 3.6.0 tonight. Thanks.
> 

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