[rt-users] RT not generating email for CCs/AdminCCs

Stephen Turner sturner at MIT.EDU
Wed Apr 23 08:59:31 EDT 2008

At Tuesday 4/22/2008 05:37 PM, Thierry Thelliez wrote:
>I am still stuck trying to have the CC field working (not the watcher): .
>According to the log, my added scrip (On Resolve Notify Other
>Recipients with template Resolved) is called but no emails are going
>out for the CC field: 'No recipients found. Not sending.'.
>On the other hand, the default scrip #9 (On Comment Notify Other
>Recipients as Comment with template Correspondence) works for the CC
>field (if some text is present in the Message box).
>What am I missing?


The issue is that there's no way in the UI to specify "other 
recipients" for a resolve transaction. The "other recipients" actions 
can only be used in the context of a reply or comment. It's not 
immediately obvious, but if you resolve the ticket from 
Ticket/Update.html, there are two transactions in play - a comment 
(if you enter something in the message box) and a resolve. The other 
recipients you enter in the Cc/Bcc fields apply to the comment, not 
the resolve.


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