Re: [rt-users] ParseNewMessageForTicketCCs - confirm how it works
Hmm, So, ParseNewMessageForTicketCCs looks at the To and Cc block and adds any address that doesn't match the regular expression to the ticket. So To: RTQueue;Tom;Sue Cc:Jerry From: Bob With ParseNewMessageForTicketCCs off Result is a ticket with Bob as the requestor, and Tom, Sue, Jerry aren't attached to the ticket in anyway. With it on Result is a ticket with Bob as the requestor, Tom, Sue and Jerry all are Cc's on the ticket? Thanks Ruslan! Mike. On Mon, Dec 12, 2011 at 11:38 AM, Ruslan Zakirov r...@bestpractical.comwrote: On Mon, Dec 12, 2011 at 19:06, Mike Johnson mike.john...@nosm.ca wrote: HI everyone, I just wanted to get confirmation on how the ParseNewMessageForTicketCCs work. http://requesttracker.wikia.com/wiki/EmailInterface Specifically, ParseNewMessageForTicketCcs (boolean) - when $ParseNewMessageForTicketCcs is true, RT automatically adds email addresses found in the Cc header to the ticket's Cc at creation. If a new message comes in that is To: foo1, foo2, fooN Cc: bar1 From: bar2 And foo1, and foo2 go to 2 different queues RT will: - create a ticket in foo1's queue - create a ticket in foo2's queue Right, as RT would receive two emails actually. - add bar1 as a CC on both tickets - make the requestor of both tickets bar2 RT will not add foo2 - fooN as anything to foo1's ticket as these addresses are in the To block, not the Cc block. It would use To actually, but skip all RT addresses. To do the latter RT should be properly configured to know all its addresses. I don't have a good testing bed right now, and was hoping someone had tested this already or can confirm that is how it works before I flip the switch :P Looked into code. Grep fro option name, it's only used in one place. Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] ParseNewMessageForTicketCCs - confirm how it works
On Fri, Dec 16, 2011 at 19:05, Mike Johnson mike.john...@nosm.ca wrote: Hmm, So, ParseNewMessageForTicketCCs looks at the To and Cc block and adds any address that doesn't match the regular expression to the ticket. So To: RTQueue;Tom;Sue Cc:Jerry From: Bob With ParseNewMessageForTicketCCs off Result is a ticket with Bob as the requestor, and Tom, Sue, Jerry aren't attached to the ticket in anyway. With it on Result is a ticket with Bob as the requestor, Tom, Sue and Jerry all are Cc's on the ticket? Yep. Thanks Ruslan! Mike. On Mon, Dec 12, 2011 at 11:38 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Mon, Dec 12, 2011 at 19:06, Mike Johnson mike.john...@nosm.ca wrote: HI everyone, I just wanted to get confirmation on how the ParseNewMessageForTicketCCs work. http://requesttracker.wikia.com/wiki/EmailInterface Specifically, ParseNewMessageForTicketCcs (boolean) - when $ParseNewMessageForTicketCcs is true, RT automatically adds email addresses found in the Cc header to the ticket's Cc at creation. If a new message comes in that is To: foo1, foo2, fooN Cc: bar1 From: bar2 And foo1, and foo2 go to 2 different queues RT will: - create a ticket in foo1's queue - create a ticket in foo2's queue Right, as RT would receive two emails actually. - add bar1 as a CC on both tickets - make the requestor of both tickets bar2 RT will not add foo2 - fooN as anything to foo1's ticket as these addresses are in the To block, not the Cc block. It would use To actually, but skip all RT addresses. To do the latter RT should be properly configured to know all its addresses. I don't have a good testing bed right now, and was hoping someone had tested this already or can confirm that is how it works before I flip the switch :P Looked into code. Grep fro option name, it's only used in one place. Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] ParseNewMessageForTicketCCs - confirm how it works
HI everyone, I just wanted to get confirmation on how the ParseNewMessageForTicketCCs work. http://requesttracker.wikia.com/wiki/EmailInterface Specifically, *ParseNewMessageForTicketCcs* (boolean) - when *$ParseNewMessageForTicketCcs * is true, RT automatically adds email addresses found in the Cc header to the ticket's Cc at creation. If a new message comes in that is To: foo1, foo2, fooN Cc: bar1 From: bar2 And foo1, and foo2 go to 2 different queues RT will: - create a ticket in foo1's queue - create a ticket in foo2's queue - add bar1 as a CC on both tickets - make the requestor of both tickets bar2 RT will not add foo2 - fooN as anything to foo1's ticket as these addresses are in the To block, not the Cc block. I don't have a good testing bed right now, and was hoping someone had tested this already or can confirm that is how it works before I flip the switch :P Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] ParseNewMessageForTicketCCs - confirm how it works
On Mon, Dec 12, 2011 at 19:06, Mike Johnson mike.john...@nosm.ca wrote: HI everyone, I just wanted to get confirmation on how the ParseNewMessageForTicketCCs work. http://requesttracker.wikia.com/wiki/EmailInterface Specifically, ParseNewMessageForTicketCcs (boolean) - when $ParseNewMessageForTicketCcs is true, RT automatically adds email addresses found in the Cc header to the ticket's Cc at creation. If a new message comes in that is To: foo1, foo2, fooN Cc: bar1 From: bar2 And foo1, and foo2 go to 2 different queues RT will: - create a ticket in foo1's queue - create a ticket in foo2's queue Right, as RT would receive two emails actually. - add bar1 as a CC on both tickets - make the requestor of both tickets bar2 RT will not add foo2 - fooN as anything to foo1's ticket as these addresses are in the To block, not the Cc block. It would use To actually, but skip all RT addresses. To do the latter RT should be properly configured to know all its addresses. I don't have a good testing bed right now, and was hoping someone had tested this already or can confirm that is how it works before I flip the switch :P Looked into code. Grep fro option name, it's only used in one place. Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
