[rt-users] ParseNewMessageForTicketCCs - confirm how it works

[Mike Johnson]

Hmm,

So, ParseNewMessageForTicketCCs looks at the To and Cc block and adds any
address that doesn't match the regular expression to the ticket.

So

To: RTQueue;Tom;Sue
Cc:Jerry
From: Bob

With ParseNewMessageForTicketCCs off

Result is a ticket with Bob as the requestor, and Tom, Sue, Jerry aren't
attached to the ticket in anyway.

With it on

Result is a ticket with Bob as the requestor, Tom, Sue and Jerry all are
Cc's on the ticket?

Thanks Ruslan!
Mike.

On Mon, Dec 12, 2011 at 11:38 AM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> On Mon, Dec 12, 2011 at 19:06, Mike Johnson <mike.johnson at nosm.ca> wrote:
> > HI everyone,
> >
> > I just wanted to get confirmation on how the ParseNewMessageForTicketCCs
> > work.
> >
> > http://requesttracker.wikia.com/wiki/EmailInterface
> >
> > Specifically,
> >
> > ParseNewMessageForTicketCcs (boolean) - when
> $ParseNewMessageForTicketCcs is
> > true, RT automatically adds email addresses found in the Cc header to the
> > ticket's Cc at creation.
> >
> > If a new message comes in that is
> >
> > To: foo1, foo2, fooN
> > Cc: bar1
> > From: bar2
> >
> > And foo1, and foo2 go to 2 different queues
> >
> > RT will:
> > - create a ticket in foo1's queue
> > - create a ticket in foo2's queue
>
> Right, as RT would receive two emails actually.
>
> > - add bar1 as a CC on both tickets
> > - make the requestor of both tickets bar2
> >
> >
> > RT will not add foo2 -> fooN as anything to foo1's ticket as these
> addresses
> > are in the To block, not the Cc block.
>
> It would use To actually, but skip all RT addresses. To do the latter
> RT should be properly configured to know all its addresses.
>
> > I don't have a good testing bed right now, and was hoping someone had
> tested
> > this already or can confirm that is how it works before I flip the
> switch :P
>
> Looked into code. Grep fro option name, it's only used in one place.
>
> >
> > Thanks!
> > Mike.
> >
> > --
> > Mike Johnson
> > Datatel Programmer/Analyst
> > Northern Ontario School of Medicine
> > 955 Oliver Road
> > Thunder Bay, ON   P7B 5E1
> > Phone: (807) 766-7331
> > Email: mike.johnson at nosm.ca
> >
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston — March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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