[rt-users] excluding mail alias from CC

Drew Barnes barnesaw at ucrwcu.rwc.uc.edu
Mon Nov 10 09:32:43 EST 2008

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying
# "RTAddressRegexp" below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , undef);

If you want most Ccs to get added but not aliases you are likely looking 
at writing your own scrip.

Gary Hall wrote:
> What is the best way to make sure that certain addresses which also
> receive a message that initiates the creation of a ticket are not
> automatically copied on its Replies?
> When RT is sent a message, it adds the addresses of the other recipients
> to the CC list of the replies it sends out. In my shop, RT is sometimes
> CC'ed messages sent to mail aliases. If the operator does not remove
> the mail alias as a CC manually, all Replies to the ticket get sent to
> to all the addresses belonging to the alias. Because the list of 
> recipients
> on the Reply composition page is out of sight below the section of the
> page used to compose and send the Reply, operators often neglect  to
> remove inappropriate addresses. (Can the order of the two sections be
> easily reversed?)
> I am looking for the best way to exclude certain mail aliases from being
> sent a Reply unless they are explicitly added as a CC. In other words,
> in the case when RT is CC'ed a message which is not a Reply or
> Comment to an existing ticket, I want to either remove all the
> addresses in a certain list from the To: and CC: lines or replace them
> with an address to which Replies will not be sent (e.g., with the address
> for RT itself).
> I'm already using procmail to distribute messages to appropriate
> queues. so procmail solutions are possible.
> Thanks for your attention and any help you may be able to offer.
> -- 
> Gary Hall
> Faculty of Applied Sciences
> Simon Fraser University
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Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

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