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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