[rt-users] AdminCC on Queue Change

Matt Zagrabelny mzagrabe at d.umn.edu
Wed Sep 14 16:06:32 EDT 2016

On Wed, Sep 14, 2016 at 2:48 PM, Scott Koch <scottkoch at gmail.com> wrote:
> Thanks for the response, I think you may have misinterpreted my issue, see
> below. RT is hard to talk about due to the language overlap(English words
> and RT terms), so I may have said something confusing.

Okay. Sorry about the noise. :)

> On Wed, Sep 14, 2016 at 3:33 PM Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:
>> On Wed, Sep 14, 2016 at 1:20 PM, Scott Koch <scottkoch at gmail.com> wrote:
>> > RT Version: 4.2.12 (install has existed since 2003 and survived many
>> > major
>> > upgrades)
>> >
>> > Expected Behavior: When I move a existing ticket from one queue to
>> > another,
>> > the new queues AdminCCs will apply to that ticket for future comments
>> > and
>> > correspondences. I'm not expecting to see that particular tickets's
>> > AdminCC
>> > settings change, but I expect when a comment is made that the queues
>> > AdminCC
>> > members show up in the BCC field of comment and correspondence emails.
>> >
>> > Actual Behavior:  On comments and correspondences to the moved ticket,
>> > it
>> > behaves as if there are no AdminCCs set on that queue, despite there
>> > being
>> > queue-wide AdminCCs set. The queue in question works as expected for the
>> > same AdminCCs when a ticket is created directly in that queue. I am not
>> > on
>> > the AdminCC list, so my actions should not be subject to the NotifyActor
>> > setting.
>> The way you worded this last sentence gives the impression that you
>> have a different understanding of NotifyActor than I do. Perhaps it is
>> just how I read the sentence, but perhaps not.
>> NotifyActor doesn't necessarily have anything to do with AdminCcs. It
>> has to do with the creator of the transaction (actor) and any email
>> recipients from scrips that would fire off from said transaction.
>> Generally "Notify" type actions will check if any of the recipients
>> are the actor of the txn, if they are, then those recipients won't get
>> an email - unless a configuration is set to do so.
> I only mentioned NotifyActor to demonstrate to my audience that this setting
> isn't affecting the desired result, due to my user being the only user
> listed in the AdminCC setting(which is not the case). Forget I even
> mentioned it.


>> > I am trying to figure out if this feature, lets call it "Tickets moved
>> > to a
>> > new queue are affected by AdminCC of new queue", should be:
>> > - Something that should just work in RT out of the box(not a
>> > scrip/extention/site modification etc), this was my assumption initially
>> Nope. It would be a scrip.
> The scrip you mention below is to notify on a ticket changing queues, that
> is not the feature I am chasing. I want the list of emails in the queue-wide
> AdminCC to get the typical notifications on all future comments and
> correspondences made to tickets(specifically tickets that are moved into a
> new queue).

Okay. Now I understand. :)

This feature works for tickets created in the original queue,
> and I don't see a script thats doing the notifications, so I assume its a
> built in RT feature?

Nope. Not a built-in feature. It would be a scrip. You can check the
mail headers in the email received from RT and find out what scrip
generated the email.

I believe it is the Message-ID. Here is one from our RT instance:

Message-ID: <rt-4.2.11-25648-1473706766-1296.116322-4-0 at d.umn.edu>

The 116322 is the ticket ID. The 4 following it is the scrip:

rt4=# select description from scrips where id = 4 ;
 On Create Notify AdminCcs

So you could start with the emails that you are getting and see what
scrip is firing those off. After that, you could look at logs or add
debugging info to your scrip code.


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