[rt-users] Fwd: RT 3.8.8 - ParseNewMessageForTicketCcs & RTAddressRegexp issue
I originally posted the following message, back in March (apologies if re-posting is frowned upon): -=-=-=-=-=-=-=- I had a quick scan back through the message-archive, but couldn't find anything that answers this issue fully: Have tried to get RT parsing new inbound emails and adding any CC'd addresses as TicketCC entries (excluding the queue address itself) working properly, to save time on manually adding CC'd addresses to each ticket, when required, but am having a few issues with getting it working properly. The parsing part seems to work OK, in that any new tickets emailed into a queue have the CC'd addresses added to the TicketCC field of the ticket. However, despite adding an RTAddressRegexp entry for the queue I was sending a ticket into (I tried it with regex and with the exact email-address of the queue), it still added the queue-address as a CC. Is there any extra config that needs to be added, to get this working properly, as I only had the ParseNewMessageForTicketCcs flag enabled, and then a few RTAddressRegexp entries to cover all of the RT queues? -=-=-=-=-=-=-=- I had a reply, asking for the config used, which was posted as below: -=-=-=-=-=-=-=- Config is as below (added as a new file within the RT_SiteConfig.d folder - was only testing against one queue to start with), I've redacted the domain to try to prevent harvesting: ### start ### # CONFIG CHANGES FOR AUTO-ADDING CC ADDRESSES AS REQUESTORS # First, enable RT to parse new messages for CC'd addresses Set($ParseNewMessageForTicketCcs , 1); # Now, restrict it from using any addresses on the domain Set($RTAddressRegexp , '^[a-z\.\-]+\@$'); ### end ### Have also tried the following entries: Set($RTAddressRegexp , '^[a-z.-]+\@$'); or Set($RTAddressRegexp , '^noc\-tasks@$'); or: Set($RTAddressRegexp , '^noc-tasks@$'); All of the above failed to prevent the new ticket from having the queue address added as a CC address, yet the parsing is working fine in that it adds new addresses to the CC-list within RT. -=-=-=-=-=-=-=- After that, I received no further replies, so just wanted to drop this message back into the list, just in case my reply was missed. Regards, -- Dan Baines Systems Administrator, Zen Internet T: 0845 058 9020
Re: [rt-users] RT 3.8.8 - ParseNewMessageForTicketCcs & RTAddressRegexp issue
On 23/03/12 22:28, Thomas Sibley wrote: On 03/23/2012 07:59 AM, Dan Baines wrote: Is there any extra config that needs to be added, to get this working properly, as I only had the ParseNewMessageForTicketCcs flag enabled, and then a few RTAddressRegexp entries to cover all of the RT queues? Nope. I suspect your RTAddressRegexp isn't actually matching the queue address. Please show us your config. Thomas Config is as below (added as a new file within the RT_SiteConfig.d folder - was only testing against one queue to start with), I've redacted the domain to try to prevent harvesting: ### start ### # CONFIG CHANGES FOR AUTO-ADDING CC ADDRESSES AS REQUESTORS # First, enable RT to parse new messages for CC'd addresses Set($ParseNewMessageForTicketCcs , 1); # Now, restrict it from using any addresses on the domain Set($RTAddressRegexp , '^[a-z\.\-]+\@$'); ### end ### Have also tried the following entries: Set($RTAddressRegexp , '^[a-z.-]+\@$'); or Set($RTAddressRegexp , '^noc\-tasks@$'); or: Set($RTAddressRegexp , '^noc-tasks@$'); All of the above failed to prevent the new ticket from having the queue address added as a CC address, yet the parsing is working fine in that it adds new addresses to the CC-list within RT. Regards, -- Dan Baines Systems Administrator, Zen Internet T: 0845 058 9020
[rt-users] RT 3.8.8 - ParseNewMessageForTicketCcs & RTAddressRegexp issue
I had a quick scan back through the message-archive, but couldn't find anything that answers this issue fully: Have tried to get RT parsing new inbound emails and adding any CC'd addresses as TicketCC entries (excluding the queue address itself) working properly, to save time on manually adding CC'd addresses to each ticket, when required, but am having a few issues with getting it working properly. The parsing part seems to work OK, in that any new tickets emailed into a queue have the CC'd addresses added to the TicketCC field of the ticket. However, despite adding an RTAddressRegexp entry for the queue I was sending a ticket into (I tried it with regex and with the exact email-address of the queue), it still added the queue-address as a CC. Is there any extra config that needs to be added, to get this working properly, as I only had the ParseNewMessageForTicketCcs flag enabled, and then a few RTAddressRegexp entries to cover all of the RT queues? Regards, -- Dan Baines Systems Administrator Zen Internet -- Dan Baines Systems Administrator, Zen Internet T: 0845 058 9020