[rt-users] Autoreply for CC

[Kenneth Crocker]

Jendras,

A couple things to keep in mind:


   1. Like Mark said, you have to make sure you have a scrip for that Queue
   (or Globally) that will trigger a notification to CC's for whatever
   condition you want this to be on.
   2. Beyond that, you haven't specified if these Cc's you mentioned were
   "Queue Watcher" Cc's or Cc's that were merely on the original email that
   created the ticket. This is important because those are two different types
   of Cc's. *BECAUSE*:
      1. Cc's from email does NOT automatically become Cc's for a ticket. To
      do that you need to add them. This can happen 1 of 3 ways:
         1. Manually. Not a lot of fun, which is why there is the next
         option.
         2. Create two scrips to add ALL Cc's for "OnCreate" and
         "OnCorrespond" to an individual ticket. This would be on a
"Queue-byQueue"
         basis, in case some Queue managers didn't want these Cc's to
automatically
         get email.
         3. Use the RT Config setting to "Parse" Cc's for ALL Queues
         Globally (see you RT_Config.pm file for the details).
      2. If these Cc's are the people that are ALWAYS interested in what's
      going on in a Queue, then these Cc's are "Queue Watcher" Cc's and you set
      them up in "Basics" when you create a Queue.


That's about it. Think hard about how you want to do it. There's code in the
wiki that will do the parsing of Cc's on a "Queue-by-Queue" basis.

Hope this helps.

Kenn
LBNL


On Mon, Aug 2, 2010 at 6:25 AM, jendras <jendras at jendras.com> wrote:

>
> I have changed  /opt/rt3/lib/RT/Action/Autoreply.pm  file to:
>
> sub SetRecipients {
>    my $self=shift;
>    push(@{$self->{'To'}},
> $self->TicketObj->Requestors->MemberEmailAddresses);
>    push(@{$self->{'Cc'}}, $self->TicketObj->Cc->MemberEmailAddresses);
>    push(@{$self->{'Cc'}},
> $self->TicketObj->QueueObj->Cc->MemberEmailAddresses);
>    return(1);
> }
>
>
> But then even normal autoreply is not working.
>
> Do you have another idea?
>
>
> Mark Jenks-2 wrote:
> >
> > You need to create a scrip to send to CC's.   Just like the requestor
> > one.
> >
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of jendras
> > Sent: Monday, August 02, 2010 2:38 AM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Autoreply for CC
> >
> >
> > Hi,
> >
> > I am using RT 3.8.7.
> > When RT sends back a acknowledgment to requestor it is not including CC
> > addresses from mail.
> > How can I make this happen? RT should send a mail to requestor and
> > separate
> > mail to CC addresses.
> > --
> > View this message in context:
> > http://old.nabble.com/Autoreply-for-CC-tp29322678p29322678.html
> > Sent from the Request Tracker - User mailing list archive at Nabble.com.
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> > CONFIDENTIALITY NOTICE:  The information contained in this email message,
> > including any attachments, may be
> > privileged, confidential and otherwise protected from disclosure.  If the
> > reader of this message is not the
> > intended recipient, you are hereby notified that any use, dissemination,
> > distribution or copying of this
> > message, including any attachments, is strictly prohibited.  If you have
> > received this email message in
> > error, please notify the sender by reply email and delete/destroy the
> > email message, including attachments,
> > and any copies thereof.  Although we have taken precautions to minimize
> > the risk of transmitting viruses via
> > email and attachments thereto, we do not guarantee that either is
> > virus-free, and we accept no liability for
> > any damages sustained as a result of any such viruses.
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
>
> --
> View this message in context:
> http://old.nabble.com/Autoreply-for-CC-tp29322678p29325190.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20100802/1575f0a2/attachment.htm>