[rt-users] Requestor's CCs not sent correspondence

Kenneth Crocker kfcrocker at lbl.gov
Tue Jun 15 21:12:36 EDT 2010


There are a few ways to do this:

1) Manually add any Cc's to the CC field when you are in the "Reply" screen.
If you do a lot of correspondence, this will rapidly become a pain in the
rump. This option also requires that you have a enabled scrip that notifies
"others", because that's what they are, *other* Cc's.

2) Manually add the email Cc's to the ticket as Ticket Cc's. They will not
be added as Queue Watcher Cc's automatically because that is an entirely
different type of role. This is also a pain in the rump, but only the first
time, after the ticket is created.

3) Turn on the RT config option that automatically adds any email Cc's to
the tickets as ticket Cc's.

4) If you do not want the automatic adding of ticket Cc's for your *entire
RT session*, then I have a couple perl scrips that will do this on a *Queue
basis* for "Create" and "Correspond".

Isn't it wonderful to have so many options?

Hope this helps.


On Tue, Jun 15, 2010 at 4:40 PM, Alyssa Hardy <ahardy at nxar.com> wrote:

> Hi,
> I'm using RT 3.8.7, which I've recently setup. I thought I'd tested this
> before, but today it failed. The requestor sent in an email and CC'd two
> other users on her email. When our support team replied, the reply was only
> sent to the requestor. It failed to be sent to the two CCs that the
> requestor added.
> I took some scrips out, as I didn't want autreplies and such, but I don't
> recall which ones I did remove. For scrips I've got:
> 1 On Correspond, Open Tickets with template Blank
> 2 On Owner Change Notify Owner
> 4 On Create Notify AdminCcs
> 5 On Correspond Notify AdminCcs with template Admin Correspondence
> 6 On Correspond Notify Requestors and Ccs with template Correspondence
> 7 On Correspond Notify Other Recipients with template Correspondence
> 8 On Comment Notify AdminCcs as Comment
> 9 On Comment Notify Other Recipients as Comment
> 11 On transaction, add any tags in the transaction's subject to the
> ticket's subject
> Any help or direction on where to dig would be greatly appreciated!
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
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