Hi, I'm an RT beginner but would really like to improve... I bought the book ;) I installed RT3.8.4 with mysql.
My goal is that all messages sent to RT are also going to a second mailbox that would be used in case of a disaster on RT. I have an alias that is used by customers to open ticket that goes in 2 mailboxes (one polled by RT and other that is "sleeping" waiting for the disaster...) I want RT to Bcc the backup mailbox for every correspondance. I simply added 'Bcc: backup-em...@company.com' in my correspondence template. And that more or less works (the template called by 'on correspond notifiy requestor and ccs') I also have the 'on correpond notify other recipients' in case I add manually people... My problem is that the system sends 2 emails: - one for requestor and the Bcc backup email address - one for the people cced (that I need to tick everytime) Why does the system do that? Can't it send a single email and avoid the need to tick every person I want to cc? Is this due to my Bcc hack? How could I get all people in the same email (Bcc, cced, manally added other recipients and reuestor)? Can anyone help me on that? Sorry again if the answer is obvious or clearly available on some well known forum. Feel free to redirect me to the good place where there are all these kind of tips for beginners. Thanks a lot! -- ------------------------------------------------------------- Jerome Durand Responsable des services aux usagers Services operations & support manager Réseau National de Télécommunications pour la Technologie, l'Enseignement et la Recherche Tel: +33 (0) 1 53 94 20 40 | GIP RENATER Fax: +33 (0) 1 53 94 20 41 | c/o ENSAM E-mail: jdur...@renater.fr | 151 Boulevard de l'Hôpital http://www.renater.fr | 75013 PARIS -------------------------------------------------------------- _______________________________________________ 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