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

[Ken Crocker]

Gary,

It sounds like there is no notification scrip for "Others". When adding 
a "Cc" on a replay, etc. it is NOT considered a "Cc" by RT Notification 
scrips, it is considered an "Other". You may need a new scrip that 
"Notify Others" on "whatever" action. Hope this helps.

Kenn
LBNL

On 8/19/2009 4:05 PM, Gary Hall wrote:
> 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
>
>
>
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