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

Mon Sep 25 06:04:54 EDT 2006

m talking about   rt 3.6.0
Please refer to the mail appended.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tanu
Mehrotra
Sent: Monday, September 25, 2006 3:21 PM
To: Rudowski, Jacek
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] CCs not cc'ed on new ticket creation

Hi,

I need some urgent help, while deleting some test data from the database
I don't know wht but I have deleted something due to which i cannt see
configuration link on admin page neither can i see the option to select
queues from end user interface. Although system is not giving any error.

Please help

-Tanu

-----Original Message-----
From: Rudowski, Jacek [mailto:jrudowski at paddypower.com]
Sent: Monday, September 25, 2006 2:50 PM
To: Tanu Mehrotra
Subject: RE: [rt-users] CCs not cc'ed on new ticket creation

Hi,

Go as admin user to Configuration menu.
There is submenu Queue, where you can choose specific queue and there
you have another submenu - Scrips.
You can see there your currently used scrips and modify them or create
new scrip.
It's pretty simple until you create some user defined actions - you can
choose from default set of conditions and actions etc.
I'm not that strong in scrips - but few time they were very useful.
Try to use some Notify actions.

In the second case - if I understood you correctly - you probably should
use User Rights and Group Rights submenus in menu Queue to define who
can do what etc. But of course you have to read some more about all
those rights and permissions on wiki documentation - it's the best way.

After that I'm preety sure you'll be able to configure RT as you want.

Regards
Jacek Rudowski

-----Original Message-----
From: Tanu Mehrotra [mailto:tanu at cadence.com]
Sent: 25 September 2006 09:54
To: Rudowski, Jacek
Subject: RE: [rt-users] CCs not cc'ed on new ticket creation

I think u wish to say i should frame user defined scrip  could you
please guide me in more detail.

also if u can tell me how to make queues specific to set of privilaged
user for e.g tickets under one queue should be visible to only those
privilaged queue members responsible to resolve those tickets 

Thnx & Rgds
Tanu 

-----Original Message-----
From: Rudowski, Jacek [mailto:jrudowski at paddypower.com]
Sent: Monday, September 25, 2006 1:50 PM
To: Tanu Mehrotra
Subject: RE: [rt-users] CCs not cc'ed on new ticket creation

Hi,

I think scrips will solve your problem.
Try to configure scrip for your queue to take such an action on ticket
creation. You can choose there action you want to take at specific
condition.

Regards
Jacek Rudowski

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tanu
Mehrotra
Sent: 25 September 2006 05:53
To: Gary Hall; Mathew
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] CCs not cc'ed on new ticket creation

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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