I realize the topic of cc'ing users has been covered many times, but I'm struggling with a particular issue. I ganked a script off of the wiki to add cc'd users (from email) to the ticket. However, the RT user is getting added to the ticket also, and the problem this poses is... the high priority ticketing email cc's the oncall cell phones. Every time someone responds to a ticket from the high priority queue, the RT user continues to be cc'd (people don't always remember to check the box in the web UI to remove the cc), which causes people's cell phones to go mad from SMS overload.
This is the script I am using:
_______________________________________________ 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