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

[Drew Barnes]

On 8/19/09 7:05 PM, "Gary Hall" <hall at fas.sfu.ca> 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.

Because those inputs are based on entering an email address.  If an email of
"smith" is supplied, it is not a valid email address.  You may want to take
a peek at RTx::EmailCompletion on cpan.

> 
> 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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-- 
Drew Barnes
Applications Analyst
Network Resources Dept.
Raymond Walters College