[rt-users] ParseNewMessageForTicketCCs - confirm how it works

[Ruslan Zakirov]

On Fri, Dec 16, 2011 at 19:05, Mike Johnson <mike.johnson at nosm.ca> wrote:
> 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?

Yep.

>
> 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
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012



-- 
Best regards, Ruslan.