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

[Tanu Mehrotra]

I am facing some what similar issue, can you pls help me on this 

Whenever I create a new ticket a autogenerated mail should go to
requestor as well as to the queue members responsible to resolve the
issue. Currently mail goes to Requestor but not to the the queue members


Do I need to make any custom settings from web interface or something in
RT_SiteConfig.pm file.


Thanks,
Tanu 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary Hall
Sent: Sunday, September 24, 2006 10:55 PM
To: Mathew
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] CCs not cc'ed on new ticket creation

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

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