[rt-users] Additional CCs send to ticketing system do not get added to case

Emmanuel Lacour elacour at easter-eggs.com
Mon Mar 4 03:53:55 EST 2013

On Fri, Mar 01, 2013 at 08:50:32PM +0000, Bunker, Robert wrote:
> I have ParseNewMessageForTicketCcs enabled and new cases created by email do add CC'd addresses as CC roles on the ticket.
> The problem I am having is that any subsequent email communication from people that include new addresses do not get added to roles on the ticket (and thus don't get updates going forward).
> An example would be a user who is communicating on a case CCing their co-worker on an update.  I would prefer to have this person added to the case and remain on the case.
> I would also prefer to have any new people addressed as a "To" added to case on subsequent emails.
> Does anyone have any suggestions?

do this with a scrip (but may appear to late in your RT workflow) or use
this old patch I already made (it's for 4.0.6).

NB: you may want to modify this patch as it skips Queues Cc/AdminCc

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