[rt-users] Missing Cc and AdminCc ticket metadata

[web master]

Hi Kenneth
thanks!

So AdminCC and CC fields in People box metadata do not refer to ticket
watchers, so they refer to whom?

The very practical problem is that AdminCC and CC do not get email.
The only email sent is to requestor (initial AutoReply email). Then
nothing is sent when On Correspond and nothing On Resolve.

I added watchers in two ways to my queue: single users adding them
with the watcher queue link. At the group level, giving WatchAsAdmin
permission to a group of people in the groups rights link of the
queue.

Mail works (as one mail is sent), scrips are there (out of the RT box)

On Correspond Notify AdminCcs with template Admin Correspondence

and (global) template(s) are there, with the required blank line.
Admin Correspondence for example:

RT-Attach-Message: yes


<URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

To make extra sure, I also set
Set($NotifyActor, 1);

So what can be wrong?

Cheers


2008/9/25 Kenneth Crocker <KFCrocker at lbl.gov>:
> web master,
>
>
>        What behavior? All you have mentioned is the Cc and AdminCc field
> being empty in a ticket. I don't understand what it is you were trying to do
> that didn't work. Were you trying to see if they got an email from a scrip
> or IS there a scrip for the action you were doing or what? People don't just
> automaticallyshow up in the Cc and AdminCc fields of a ticket. Those fields
> are NOT the same as the Cc and AdminCc WATCHERS for a queue. I'm not even
> sure if what I am saying has anything to do with your problem because you
> really haven't identified your problem as far as I can see. I'd like to
> help, but I need to know what's wrong.
>
> Kenn
> LBNL
>
> On 9/25/2008 12:40 PM, web master wrote:
>>
>> Hi All
>>
>> I have followed
>> http://wiki.bestpractical.com/view/Rights
>> to set up my RT support queue.
>>
>> I noticed that when viewing ticket metadata from web interface the People
>> section has fields AdminCCs and CCs empty. As from manual,
>> I added a group of people as AdminCCs. I also added one user
>> as watcher of that queue but that does not change anything.
>> Is this behaviour normal?
>> I also tried in the RT demo http://rt.easter-eggs.org/demos/testing/
>> adding john.foo as AdminCC watcher to the queue engineering and
>> creating a ticket in that queue as mike.bar, but same behaviour,
>> nothing shows up in the People metadata box.
>> Is this behaviour normal.
>>
>> In fact, probably as a consequence of this, AdminCCs and CCs do not
>> get On Correspond emails.
>> Autoreply works ok, and requestor gets email when creating ticket.
>> so it is not a mailing problem.
>>
>> Can anybody please clarify this?
>> Cheers
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>