[rt-users] Issues with AdminCCs

[Gene LeDuc]

Hi Braam,

 From what I've observed, the folks listed on the people tab of a ticket 
seem to be "ticket" adminccs and ccs, not "queue" watchers.  Although both 
ticket and queue watchers should get all of the appropriate correspondence, 
within the ticket you only see those who are specific to that ticket.

Regards,
Gene

At 01:06 AM 1/9/2008, Braam van Heerden wrote:
>Some more information I gathered after playing with a ticket a bit
>
>1) If I manually add an AdminCC or CC it shows in the web interface
>2) If I reply to a ticket, the AdminCC's does not get notified
>
>It seems the system notifies everyone that is AdminCCs when a ticket
>gets created, then forgets about them.
>
>If I use the query from
>http://wiki.bestpractical.com/view/GetWatcherInfoByTicket I get only the
>Requestor and Owner info back.
>
>Thanks :)
>
>Braam van Heerden
>
> > -----Original Message-----
> > From: Braam van Heerden (Conversant Systems)
> > Sent: 09 January 2008 10:50 AM
> > To: RT-Users at lists.bestpractical.com
> > Subject: [rt-users] Issues with AdminCCs
> >
> > Greetings,
> >
> > I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to
> > another machine at the same time.
> >
> > On the old machine I had everyone in the support department
> > set to AdminCC's for the queue.  With the move we decided to
> > change it, and I set up a notification scrip instead.  Today
> > my boss wanted the AdminCC's reinstated, so I went to
> > Watchers on the queue and added some support staff as
> > AdminCCs to the queue.
> >
> > When a new ticket gets created it notifies them correctly,
> > however in the Web UI under the Ticket's People tab I can
> > only see the Requestor, not the AdminCCs.
> >
> > Any help resolving this would be appreciated.
> >
> > Thanks :)
> >
> > Braam van Heerden
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>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
>If you sign up for a new RT support contract before December 31, we'll take
>up to 20 percent off the price. This sale won't last long, so get in touch 
>today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University