[rt-users] needs clarification on Cc and Bcc

[slamp slamp]

How can I make it so all e-mails sent out is a Bcc? This will get rid
of the issue when some users hit Reply All and recipients getting
duplicates. We want our users to be able to reply to the queue e-mail
only.

On 8/2/07, slamp slamp <slackamp at gmail.com> wrote:
> The way our RT is setup AdminCc does not get all correspondence. We
> only want them to get correspondence when a new ticket is created or
> if the ticket is owned by nobody. the issue was when somebody replies
> to a ticket that nobody owns everyone gets a correspondence. once that
> ticket is owned by somebody, and a reply was made to it, RT does not
> send e-mail to the first person who originally replied to the ticket.
> the way to solve this was to add corresponders as a Cc automacally.
>
> the conditions for the scrips i mentioned are the built in condition
> "On Correspond"
>
> On 8/2/07, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
> > Slamp,
> >
> >
> >         Well, the problem, as I see it, is you have some users in two different
> > list (of recipients). If someone is AdminCc, why add them as cc? It
> > doesn't make sense, especially if they are already gonna get a notice as
> > an AdminCc. Also, it still is not clear as to what is triggering the
> > notification. You stated "Notify Requestors & CC's". Notify them of
> > what? What type of condition made the notification necessary? What
> > template? Is the condition user-defined? This info is kinda important in
> > debugging notifications.
> >
> > Kenn
> > LBNL
> >
> > slamp slamp wrote:
> > > in this transaction we have:
> > >
> > > Notify Requestors and CCs
> > > Notify AdminCc when owner is nobody
> > >
> > > Some users are in AdminCc and also added as a Cc.
> > >
> > > Is there a way to Bcc the Ccs?
> > >
> > > On 8/2/07, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
> > >> slamp,
> > >>
> > >>
> > >>         What kind of transaction triggered the notifications? As to keeping
> > >> user's from hitting ReplyAll, we had to train/educate them as well as
> > >> modify our templates to include the declaration "DO NOT REPLYALL on this
> > >> E_mail!". It worked. We do not have any users getting duplicate e_mails
> > >> or creating extra tickets from their reply. Your problem may also be
> > >> with the kind of global/Queue notification scrips you have in place.
> > >>
> > >>
> > >> Kenn
> > >> LBNL
> > >>
> > >> slamp slamp wrote:
> > >>> ticket is owned by nobody.
> > >>> ticket has multiple Cc's.
> > >>>
> > >>> two e-mail goes out.
> > >>> one e-mail only has one recipient (the e-mail address of RT itself).
> > >>> 2nd e-mail has the RT e-mail address and ALL Cc's.
> > >>>
> > >>> How can I prevent the 2nd e-mail from going out? How can I have RT
> > >>> only show the RT e-mail address in the e-mail but also send the
> > >>> correspondence to all that is in the Cc's.
> > >>>
> > >>> We want to prevent a user from hitting Reply All and thus getting
> > >>> duplicate e-mails.
> > >>>
> > >>> Thanks for you help.
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>