[rt-users] new tickets don't email cc'ers

Drew Barnes barnesaw at ucrwcu.rwc.uc.edu
Fri Jun 27 09:29:05 EDT 2008


CCs and BCCs on ticket creation/update in the UI are "Other Recipients" 
in scrips.  The scrips may not exist or be enabled out of the box, but 
the functionality is there.  If you mean CCs on Email creation, check 
the RT_Config.pm for this line and copy it to RT_SiteConfig.pm annd 
modify value as appropriate.
# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
Set($ParseNewMessageForTicketCcs , undef);


Kimberly McKinnis wrote:
> I checked that already. But I did find the cause. If you use the web UI
> to open a ticket, I don't think RT emails cc'd people out of the box to
> notify them about a new ticket. I had created a custom template to do
> this, and it had gotten disabled. Thanks :)
>
> -----Original Message-----
> From: Micah Gersten [mailto:micah at onshore.com] 
> Sent: Thursday, June 26, 2008 5:59 PM
> To: Kimberly McKinnis
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] new tickets don't email cc'ers
>
> Check to see the global permissions for CC users.
>
> Thank you,
> Micah Gersten
> onShore Networks
> Internal Developer
> http://www.onshore.com
>
>
>
> Kimberly McKinnis wrote:
>   
>> I don't know who broke what, but my RT system is not even attempting
>> to email cc'd folks on new tickets created through the web. On any
>> queue, so it doesn't appear to be a permissions issue. No edits appear
>> to have been made to SendEmail.pm.
>>
>>  
>>
>> Does anyone know of anything else that could cause this?
>>
>>  
>>
>> Thanks!
>>
>>  
>>
>> ~~
>>
>> Kimberly McKinnis
>>
>> System Operations Engineer
>>
>> Service Provider Division, TiVo Inc
>>
>> 408-519-9607
>>
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>   
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>
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>   

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati




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