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

[Kenneth Crocker]

Alyssa,

When you read RT_Config.pm (which is the source for any override you want to
put in RT_SiteConfig.pm) you will see this option:

Set($ParseNewMessageForTicketCcs , undef);

You want to put this option in your RT_SiteConfig.pm file (/opt/rt3/etc/)
and set it to 1:

Set($ParseNewMessageForTicketCcs , 1);

The explanation provided by RT reads:

If <$ParseNewMessageForTicketCcs> is true, RT will attempt to divine
Ticket 'Cc' watchers from the To and Cc lines of incoming messages
Be forewarned that if you have _any_ addresses which forward mail to
RT automatically and you enable this option without modifying
<$RTAddressRegexp> below, you will get yourself into a heap of trouble.

This will be a *system-wide* option.

Hope this helps.

Kenn
LBNL


On Wed, Jun 16, 2010 at 1:01 PM, Alyssa Hardy <ahardy at legalonramp.com>wrote:

> Hi Kenneth,
>
> I think I'd have a support team mutiny if I made them add the cc's
> manually!
> So...
>
> 3) Turn on the RT config option that automatically adds any email Cc's to
>> the tickets as ticket Cc's.
>>
>> This is in  RT_SiteConfig.pm? What's the option to add?
>
> Thanks in advance!
> Alyssa
>
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