RT 3.6.4. This is what I am trying: 1. Start a Comment on a ticket. 2. Add a CC: email address 3. Add a BCC: email address. 4. Write some comment. 5. Submit.
Results: Comment gets posted to ticket. No email gets sent to CC: or BCC:. In the web view, in the newly added comment it says RT-Send-CC: with the address I entered for the CC:, but no email was sent to that address. So, I thought hrmm, that's weird, so I looked at the global scrips and did not see one that would send to CCs on Comment. So I defined: On Comment Notify Ccs as Comment with template Admin Comment I confirm that this is now applied to all of my queues. I take the same test ticket and repeat the procedure, still no email sent. The logs show this (scrip 46 is my newly created scrip): Sep 7 13:39:11 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu [EMAIL PROTECTED] => Address1: , Address2: , EmailAddress: [EMAIL PROTECTED], ExternalAuthId: userforcc, ExternalContactInfoId: uid=userforcc,ou=People,dc=cis,dc=uab,dc=edu, Gecos: userforcc, Name: userforcc, Organization: , RealName: User For CC, WorkPhone: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 7 13:39:11 cherokee RT: RT::User::CanonicalizeEmailAddress [EMAIL PROTECTED] => [EMAIL PROTECTED] (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:347) Sep 7 13:39:11 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu [EMAIL PROTECTED] => Address1: , Address2: , EmailAddress: [EMAIL PROTECTED], ExternalAuthId: userforbcc, ExternalContactInfoId: uid=userforbcc,ou=People,dc=cis,dc=uab,dc=edu, Gecos: userforbcc, Name: userforbcc, Organization: , RealName: User For BCC, WorkPhone: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) [snip other scrip processing] Sep 7 13:39:11 cherokee RT: <[EMAIL PROTECTED]> #6783/81180 - Scrip 46 OnCommentNotifyCCsAndBCCsAsComment (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245) Sep 7 13:39:11 cherokee RT: <[EMAIL PROTECTED]> No recipients found. Not sending. (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:257) Sep 7 13:39:11 cherokee RT: Use of uninitialized value in pattern match (m//) at /usr/local/rt-3.6.4/lib/RT/Interface/Web.pm line 1392. (/usr/local/rt-3.6.4/lib/RT/Interface/Web.pm:1392) Sep 7 13:39:11 cherokee RT: Use of uninitialized value in pattern match (m//) at /usr/local/rt-3.6.4/lib/RT/Interface/Web.pm line 1392. (/usr/local/rt-3.6.4/lib/RT/Interface/Web.pm:1392) Am I not understanding how those CC and BCC fields should work when Commenting? They work when Replying. Do they depend on a scrip being defined, or is this inherent behavior? And if they do depend on a scrip being defined, did I mis-define my scrip? Thanks, Fran -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com