Re: [rt-users] Retain Cc and Bcc's for teh whole ticket thread.
I apologize for responding to an old thread but I can't find the global option mentioned in your message. Can you lighten this ? Thanks ! -- Simon. On 06/01/2010 19:13, Ken Crocker wrote: Manohar, Essentially, if the CC'c and Bcc's are in the ticket as watchers, they will be retained and will have access (SeeOutgoingEmail) to the thread. RT has an option for making sure all CC's and Bcc's are retained on the ticket when it is created. However, that is a Global option. We found that to be a bit limiting, as some of our Queue Managers did not like this. So, we created a scrip that could be applied on a Queue-by-Queue basis that puts all initial CC's on a ticket and adds any non-redundant CC's as the ticket handles more mail. It is in the RT Wiki. You might want to look at it. I don't remember if we specifically addressed Bcc's, but you could use that code as a model and develop your own for this purpose. Hope this helps. Kenn LBNL On 1/4/2010 12:00 PM, Kevin Falcone wrote: On Thu, Dec 31, 2009 at 08:00:34PM +0530, H Manohar Rayker wrote: How do I retain the Cc and Bcc list for the entire thread from starting to end in RT? Add them from the People tab, rather than as one-time-cc one-time-bccs during a reply. I am using RT 3.8.4. Also there are some mail display formatting issues when sent the mails through Outlook (2k3 2k7) as they appear as attachment in the response mail received in my outlook program. Can this be solved by upgrading to 3.8.7 or is there any other fix for this? There are a number of fixes in 3.8.7 related to this, but there are also commits on 3.8-trunk that won't be released until 3.8.8 -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Retain Cc and Bcc's for teh whole ticket thread.
Manohar, Essentially, if the CC'c and Bcc's are in the ticket as watchers, they will be retained and will have access (SeeOutgoingEmail) to the thread. RT has an option for making sure all CC's and Bcc's are retained on the ticket when it is created. However, that is a Global option. We found that to be a bit limiting, as some of our Queue Managers did not like this. So, we created a scrip that could be applied on a Queue-by-Queue basis that puts all initial CC's on a ticket and adds any non-redundant CC's as the ticket handles more mail. It is in the RT Wiki. You might want to look at it. I don't remember if we specifically addressed Bcc's, but you could use that code as a model and develop your own for this purpose. Hope this helps. Kenn LBNL On 1/4/2010 12:00 PM, Kevin Falcone wrote: On Thu, Dec 31, 2009 at 08:00:34PM +0530, H Manohar Rayker wrote: How do I retain the Cc and Bcc list for the entire thread from starting to end in RT? Add them from the People tab, rather than as one-time-cc one-time-bccs during a reply. I am using RT 3.8.4. Also there are some mail display formatting issues when sent the mails through Outlook (2k3 2k7) as they appear as attachment in the response mail received in my outlook program. Can this be solved by upgrading to 3.8.7 or is there any other fix for this? There are a number of fixes in 3.8.7 related to this, but there are also commits on 3.8-trunk that won't be released until 3.8.8 -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Retain Cc and Bcc's for teh whole ticket thread.
On Thu, Dec 31, 2009 at 08:00:34PM +0530, H Manohar Rayker wrote: How do I retain the Cc and Bcc list for the entire thread from starting to end in RT? Add them from the People tab, rather than as one-time-cc one-time-bccs during a reply. I am using RT 3.8.4. Also there are some mail display formatting issues when sent the mails through Outlook (2k3 2k7) as they appear as attachment in the response mail received in my outlook program. Can this be solved by upgrading to 3.8.7 or is there any other fix for this? There are a number of fixes in 3.8.7 related to this, but there are also commits on 3.8-trunk that won't be released until 3.8.8 -kevin pgpSD8nlNbZX6.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
