[rt-users] Adding cc:'s and to:'s from subsequent emails.

Jason Marshall jasonm at katalystdm.com
Tue Nov 6 14:00:19 EST 2012

Hi all, sorry for the repeat, just wondering if this even made it out to 
the list a week ago, as I never got any replies at all, which is strange 
for this very helpful list :)


Hi all, I guess I should start by asking if this is a good idea AT ALL. I 
believe I want to get the people cc:ed or added to the to: line in email 
responses added to the ticket as Ccs.  Not sure I've phrased that in a way that 
parses well; if not, let me know and I'll rephrase.

When I open a NEW ticket and cc: some people, they get added as cc:'s no 
problem, so I know the basic functionality is there.  What I'm asking about is 
after the ticket is open, someone else is brought into the conversation as a 
cc, so he gets a copy of THIS email, but that new cc: doesn't see any other 
replies unless people reply to emails with him as a "real" cc:.  I'd like the 
cc: to be added to the ticket so he sees all future correspondence whether he's 
specifically cc:ed or not.

Is this a stupid idea?  Is that why the ParseNewMessageForTicketCcs flag only 
does this for New tickets?  Is there a similar flag for parsing all messages? 
I googled ParseMessageForTicketCcs (no "New") and got a few old warnings, but 
nothing concrete.

One warning was that anyone could cc: themselves on all your tickets just by 
spamming you, but I'm not clear on how that would work, and it could easily be 
avoided by only adding the cc:'s when parsing a message from someone who's 
already a cc:, watcher, or originator...

Anyway, i'm starting to ramble here.  Does anyone do this now?  has anyone done 
it and wished they hadn't??  Note that this RT3 system is used primarily 
internally and by trusted clients.  In theory it's not going to get spammed or 
beat on by "outsiders".


Jason Marshall
IT Manager
Katalyst Data Management
KELMAN is now KATALYST!  Please visit www.katalystdm.com!

More information about the rt-users mailing list