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

[Jason A. Smith]

We use this RT Scrip:

http://requesttracker.wikia.com/wiki/AddWatchersOnCorrespond

~Jason


On 10/31/2012 02:52 PM, Jason Marshall wrote:
> 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".
>
> Thanks!
>
> ---
> Jason Marshall
> IT Manager
> Katalyst Data Management
> KELMAN is now KATALYST!  Please visit www.katalystdm.com!
> --------
> We're hiring! http://bestpractical.com/jobs
>


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