[rt-users] Workflow to change Cc on first reply to ticket

[Ruslan Zakirov]

Hello,

Here is some examples from the wiki:

http://requesttracker.wikia.com/wiki/AddWatchersOnCorrespond
http://requesttracker.wikia.com/wiki/AddWatcherPerTicket
http://requesttracker.wikia.com/wiki/AutoCcOwner
http://requesttracker.wikia.com/wiki/AutoSetOwnerFromCC
http://requesttracker.wikia.com/wiki/AddAdminCc

Just search the wiki by "add watcher" and "delete watcher". Plenty of examples.

On Tue, Apr 12, 2011 at 10:36 PM, Fritz Mahnke <fmahnke at gmail.com> wrote:
> Hello,
>
> We are using RT 3.8.9 to track issues our company logs with a third
> party. I use a special queue for this. New tickets created in that
> queue begin with the third party's mailing list email address in the
> Cc field.
>
> Next, a member of the third party replies and generally takes
> ownership of the issue. When this first reply happens, I would like
> that person to be added to the Cc list. At the same time, I would like
> to automatically remove the mailing list email address from the Cc
> list.
>
> I want to do this because I don't want all future correspondence to go
> to the entire mailing list, just the individual responsible.
> Currently, someone has to manually remove the mailing list email
> address and add the email address of the individual handling the
> issue.
>
> Can someone give me a hint on how I might use a Scrip to modify the Cc
> list in this way on first reply?
>
> Best regards,
> Fritz
>



-- 
Best regards, Ruslan.