[rt-users] Messages to AdminCCs , as Cc not Bcc

[Kevin Falcone]

On Wed, May 04, 2011 at 07:39:59PM +0200, Matteo Sgalaberni wrote:
> On Wed, May 04, 2011 at 12:42:00PM -0400, Kevin Falcone wrote:
> > 
> > Modifying Notify is changing the source code.
> > The best way might be to make a new Action based on Notify with your
> > modifications as a local customization
> No one in the list have implemented this or suggest what to do in some
> official way?
> 
> Can be that peoples that are asking this (like me) have misunderstood
> the meaning of the AdminCC notification?

I believe your original question was how to make AdminCc a CC not a Bcc

> Requestor: customer
> Cc: customercollegue
> AdminCc: internal peoples that are involved in the resolution of the RT and need to be informed about all phases of the RT
> 
> When someone add a comment, every internal people should like to receive
> the notification and see all the destination of that notification...no?

This is different from that, you can use the existing
Notify Owner, Requestors, Ccs and AdminCcs
action and the email will go to everyone at once.  If you want to skip
the Owner, you'd need to add another Action to RT that only does
Requestors Ccs and AdminCcs which is a simple matter of initialdata.

Please note that this prevents you from having a different Template
for AdminCcs and for end users, which is why RT splits those into two
separate notifications by default

In general, I wouldn't want Requestors/Ccs to see me (as an AdminCc)
on a ticket email, since they'll either hit Reply-All and then I get
mail from them AND from RT or they reply directly to me, taking RT out
of the loop.  This is why AdminCcs are Bcc'ed

-kevin
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