On Wed, 2006-08-02 at 21:51, Mathew Snyder wrote:
> I've just got word from one of my users that we have issues with the Cc
> on tickets.
>
> One issue is that when a ticket is sent in, anyone listed in the
> original email as a Cc is not added to the ticket as a Cc.
This can be solved by setting this option in your RT_SiteConfig.pm file:
Set($ParseNewMessageForTicketCcs , 1);
To avoid problems, don't forget to set the associated reg-exp:
Set($RTAddressRegexp , '^....$');
> The other one concerns adding a Cc after the ticket has been created.
> Sometimes, when this is done, the the email is not received by the
> person added as a Cc.
We wanted the exact same behavior, so I looked at the RT code to see how
it implements the above option for new ticket creation, and did the same
for existing ticket followups. The patch I made (attached) is for
RT-3.4.5 and requires an additional config option to enable it:
Set($ParseFollowupMessageForTicketCcs , 1);
It modifies the RT/Interface/Email.pm module.
> Has this been seen before? I tried doing a search through the archives
> but that became tedious really fast.
Yes, when I was looking into this last month I did a quick search and
found a few previous posts with the same problem:
http://lists.bestpractical.com/pipermail/rt-users/2005-June/032116.html
http://lists.bestpractical.com/pipermail/rt-devel/2006-July/008658.html
I am not saying that my patch is perfect, but it is a quick hack that
works good enough for us. Maybe if enough other users also find this
useful, something similar to this patch can be included in a future
version of RT.
~Jason
diff -urN /usr/lib/rt/RT/Interface/Email.pm-dist /usr/lib/rt/RT/Interface/Email.pm
--- /usr/lib/rt/RT/Interface/Email.pm-dist 2005-11-14 17:35:40.000000000 -0500
+++ /usr/lib/rt/RT/Interface/Email.pm 2006-07-21 13:30:02.000000000 -0400
@@ -746,6 +746,7 @@
my $Ticket = RT::Ticket->new($CurrentUser);
# {{{ If we don't have a ticket Id, we're creating a new ticket
+ my $new_ticket = 1;
if ( (!$SystemTicket || !$SystemTicket->Id) &&
grep /^(comment|correspond)$/, @actions ) {
@@ -784,6 +785,8 @@
$args{'ticket'} = $id;
# }}}
+ } else {
+ $new_ticket = 0;
}
$Ticket->Load( $args{'ticket'} );
@@ -799,6 +802,21 @@
return ( 0, $message );
}
+ # JAS - Add Ticket CCs for followups to current tickets also:
+ if (not $new_ticket and $RT::ParseFollowupMessageForTicketCcs) {
+ my @Cc = ParseCcAddressesFromHead(
+ Head => $head,
+ CurrentUser => $CurrentUser,
+ QueueObj => $SystemQueueObj
+ );
+ foreach (@Cc) {
+ $Ticket->AddWatcher(
+ Type => 'Cc',
+ Email => $_,
+ );
+ }
+ }
+
# }}}
foreach my $action( @actions ) {
# If the action is comment, add a comment.
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