[rt-users] CCs not cc'ed on new ticket creation

[Gary Hall]

Thanks for the tip, Mathew.

I've got the variable set. The addresses are added as CCs on the ticket 
. Copies of
Replys are sent to the addresses.  The problem is that the addresses are not
sent copies of the information entered into the "Create a new ticket" 
form when
the ticket is created.

This might be the intended design. You create a ticket and specify who 
will receive
copies of future updates to it but these people do not receive copies of 
the original
ticket at the time of creation for some obscure reason. However, the 
comment on the
form under the field says "(Sends a carbon-copy of this update to a 
comma-delimited
list of email addresses. These people will receive future updates.)", so 
apparently
the intention is that the CCs are cc'ed with the original ticket at 
creation time.

I'm just trying to find out if others have the same issue and if someone 
has a fix.

Gary


Mathew wrote:
> Gary Hall wrote:
>   
>> I'm using RT 3.6.1.
>>
>> When creating new tickets via the "Create ticket in" button on
>> the home page (i.e., the https://.../Ticket/Create.html form
>> the ticket is created by the addresses in the CC line are
>> not cc'ed with a copy of the update.
>>
>> The only outgoing message is the AutoResponse.
>>
>> The addresses appear in a CC header in the new ticket history, tho'.
>>
>> Anyone else experience this? know what may be causing it?
>>
>> Gary
>>
>>     
>
> In etc/RT_Siteconfig.pm there is a setting called ParseNewMessagesForCC
> or something like that.  It might be set to 'undef' or '0'.  Change it
> to '1'.
>
>   


-- 
Gary Hall                       hall at fas.sfu.ca
Network Support Group           604-291-5925
Faculty of Applied Sciences     604-291-5404 (fax)
Simon Fraser University
Burnaby, BC  V5A 1S6