[rt-users] How you manage cc.

[Kenneth Crocker]

Albert,

I modified the "ParseNewMessagesForTicketCcs" code into a scrip that could
be applied on a Queue-by-Querue basis. It adds any "Cc" on any intitial and
subsequent correspondence to the "Ticket" Cc list. If you're think that
would be usefull to you, I'll pass it on to you.

Kenn
LBNL

On Tue, May 24, 2011 at 2:35 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> On Wed, May 25, 2011 at 1:25 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:
> >  Le 25/05/2011 à 01:20:30+0400, Ruslan Zakirov a écrit
> > Hi,
> >
> >>
> >> Here is an idea to consider. Trick MTAs into suppressing recipients in
> >
> > Wouah...that's nuclar-bomb solution ;-) I'm not sure I'm ready for this
> > kind of solution ;-)
>
> Yep, it's radical.
>
> Smart usage of "In-Reply-To" and "References" headers to tie incoming
> message to a ticket is less painful and safer.
>
> >> case RT gets email. May be at the end it would be trickier than just
> >> that. It might work and help with users who send emails via inhouse
> >> servers.
> >
> > event in this case how can I tell RT to add the other recipients to the
> CC(in
> > RT meaning ? ).
>
> Option called ParseNewMessagesForTicketCcs (or something very close).
> Wiki has info on extending functionality to work on follow up messages
> (replies and comments).
>
> >> >> Actually, if their RT Queue is set up to send notifications to the
> Cc's, then
> >> >> the second email WILL include the ticket number and a comment that a
> ticket has
> >> >> been created. THAT template should include a comment for the Cc's to
> NOT use
> >> >> Reply all on the former email or to only reply to the RT email. I
> know it is
> >> >> not foolproof, after all, how many users actually READ their email,
> but it
> >> >> works for us about 95% of the time.
> >
> > Best regards.
> >
> > JAS
> > --
> > Albert SHIH
> > DIO batiment 15
> > Observatoire de Paris Meudon
> > 5 Place Jules Janssen
> > 92195 Meudon Cedex
> > Téléphone : 01 45 07 76 26/06 86 69 95 71
> > Heure local/Local time:
> > mar 24 mai 2011 23:23:27 CEST
> >
>
>
>
> --
> Best regards, Ruslan.
>
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