[rt-users] One-time Cc silently refuses to send mail to RT account names

[Gary Hall]

Greetings,

We are using RT-3.8.4 to handle help requests from users who have 
accounts on our network.

The RT account names for our users match their system account names in 
order to allow them to authenticate to RT using their system passwords 
(via pwauth and PAM). Thus, system user 'smith' has an RT account 'smith'.

If an operator adds 'smith' to the One-time Cc field of a Reply or 
Comment and updates the ticket, no message is sent to 'smith'. However, 
if the operator adds Smith's fully-qualified email address to the 
One-time Cc field (e.g., smith at example.com), a message is sent.

I'm not sure if this is a bug or a feature, but the silent failure to 
send the message surprised at least one of our operators and led to a 
miscommunication.

Is there a reason why RT account names are not accepted as values for 
this field?
--
Gary Hall
Network Support Group
Faculty of Applied Sciences
Simon Fraser University