[rt-users] Missing Cc and AdminCc ticket metadata

[Kenneth Crocker]

Web Master,


	AdminCc and CC, for both as Queue Watchers or on a ticket, are treated 
the same way as far as notification scrips are concerned. The only 
difference between the "Queue-watcher" Admincc and CC and the "ticket" 
AdminCc and CC is the "Queue-watcher"is automatic for ALL tickets. You 
do NOt have to enter them in the people section of every ticket. When RT 
is going to send out a notification, it checks both the "Queue-Watcher" 
info and the ticket people info first. If you have "Bob' as a 
"Queue-watcher" CC, then you never need to add him to a ticket as a CC 
because RT already knows that. The ticket Admincc and CC are for 
one-time types. "Frank" wants the same email that "Bob" gets, but only 
for 1 ticket, or a few tickets, whatever.
	Now, as far as those people getting tickets, there are a few other 
things that need to be in place. First of all, our session 
configurations have to be set for all sorts of stuff, most of which I do 
NOT understand, only that an individual's email must be present as part 
of the RT USER table for an Admincc or CC user to get any email that is 
for AdminCc and CC. If you add a person to the "CC" part of your 
correspondence, they are considered an "Other" so RT doesn't worry about 
the email being in the RT USer table AND you have to make sure you have 
a notification scrip that sends stuff to "Others" or they won't get 
anything. It took me awhile to test that one out a couple years ago.
	Also, the notification scrips have to be enabled AND if they are not 
global, then they have to be in the queue where the transaction is being 
initiated.
	An example, if I click "Reply" on a ticket and add an email address in 
the CC of that reply, then the addressee will get the email ONLY if I 
have an enabled scrip that has an action of "Notify Others" for that 
queue or globally, otherwise, they won't get anything.
	Another example, if I have a ticket (or a Queue-watcher) AdminCc and I 
click reply on a ticket, enter my info and click "Update" ("Save 
Changes" will NOT send anything anywhere), then in order for that email 
to go out and be received, there must be an enabled scrip for "Notify 
AdminCc" and the condition must be "On Correspond".
	Last example, If I change the status of a ticket to "open", then no one 
will get any email about it UNLESS the following:
	1) There is an enabled scrip (globally or for that queue) that has a 
condition of "On Transaction" or "On Status change" or one with a 
User-defined condition for the ticket status being changed to "open" 
(plus any other requirement) AND
	2) The action is "Notify XX" where XX is a role and you have a 
privileged user in that role that's to receive the email (like an AdminCc).

	So as you can see, there is not just one set of criteria that has to be 
met in order for someone to get an email.

	What scrips do you have enacted for that queue and globally (the 
condition and action, please)?
	Are the users you want to get email privileged users? And are they 
listed in the roles you have scrips for?

	Let me know. Hope this helps.

Kenn
LBNL

On 9/25/2008 11:52 PM, web master wrote:
> 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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>>
>