I've changed the Subject line on this thread since it got highjacked for
another issue.
Thanks for the suggestion, Roy. The problem with it is that the scrip
would send a second message to a CC when the ticket is created from an
email message. I.e., the CC gets a copy of the message sent to RT and then
RT sends a second message (the notification) to the CC when it creates
the ticket.
I've tested creating a ticket with a CC via the web interface in versions
3.4.5 and 3.6.1. In both cases the CC doesn't get a copy, so it seems
that this may be a feature, although I'm at a loss as to why it would be
seen as such.
If I can't get an answer from this list as why RT behaves in this fashion
despite the comment for the CC field on the web form indicating that RT
"Sends a carbon-copy of this update to a comma-delimited list of email
addresses.", I'll send a bug report. Either the behaviour or the
comment is a bug.
Gary
I have a Roy El-Hames wrote:
Gary;
Have you got enabled a Global\scrip with condition on Create and action
Notify Others ??
Roy
Gary Hall wrote:
Thanks for the tip, Mathew.
I've got the variable set. The addresses are added as CCs on the
ticket . Copies of
Replys are sent to the addresses. The problem is that the addresses
are not
sent copies of the information entered into the "Create a new ticket"
form when
the ticket is created.
This might be the intended design. You create a ticket and specify who
will receive
copies of future updates to it but these people do not receive copies
of the original
ticket at the time of creation for some obscure reason. However, the
comment on the
form under the field says "(Sends a carbon-copy of this update to a
comma-delimited
list of email addresses. These people will receive future updates.)",
so apparently
the intention is that the CCs are cc'ed with the original ticket at
creation time.
I'm just trying to find out if others have the same issue and if
someone has a fix.
Gary
Mathew wrote:
Gary Hall wrote:
I'm using RT 3.6.1.
When creating new tickets via the "Create ticket in" button on
the home page (i.e., the https://.../Ticket/Create.html form
the ticket is created by the addresses in the CC line are
not cc'ed with a copy of the update.
The only outgoing message is the AutoResponse.
The addresses appear in a CC header in the new ticket history, tho'.
Anyone else experience this? know what may be causing it?
Gary
In etc/RT_Siteconfig.pm there is a setting called ParseNewMessagesForCC
or something like that. It might be set to 'undef' or '0'. Change it
to '1'.
--
Gary Hall [EMAIL PROTECTED] | Voice (604) 291-5925
Faculty of Applied Sciences | Fax (604) 291-5404
Simon Fraser University |
Burnaby, B.C. V5A 1S6 |
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