[rt-users] CCs on new web created tickets (bug?)

[Gary Hall]

I've changed the Subject line on this thread since it got highjacked for
another issue.

Thanks for the suggestion, Roy. The problem with it is that the scrip
would send a second message to a CC when the ticket is created from an
email message. I.e., the CC gets a copy of the message sent to RT and then
RT sends a second message (the notification) to the CC when it creates
the ticket.

I've tested creating a ticket with a CC via the web interface in versions
3.4.5 and 3.6.1. In both cases the CC doesn't get a copy, so it seems
that this may be a feature, although I'm at a loss as to why it would be
seen as such.

If I can't get an answer from this list as why RT behaves in this fashion
despite the comment for the CC field on the web form indicating that RT
"Sends a carbon-copy of this update to a comma-delimited list of email
addresses.", I'll send a bug report. Either the behaviour or the
comment is a bug.

Gary

I have a Roy El-Hames wrote:
> Gary;
> Have you got enabled a Global\scrip with condition on Create and action 
> Notify Others ??
> Roy
> 
> Gary Hall wrote:
>> 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   | Voice (604) 291-5925
Faculty of Applied Sciences | Fax   (604) 291-5404
Simon Fraser University     |
Burnaby, B.C.  V5A 1S6      |