Re: Add Cc and Mail ticket with RT ident

Hi Payam,

thank You for response. This workaround is usable in case, if people send message. But - if message send btw. web page, it doesn't work.

My situation
My simple web page for HR send mail to RT with requirments for creating accounts for new people + send mail to new people superior to add some detail information, which personalist dont know. I need, the reply from the superior was routed to RT (with given ticket number), to support have all information in the one ticket.

Thank You
Radek

Dne 22.2.2012 19:38, Payam Poursaied napsal(a):

On Wednesday, February 22, 2012, Radek Svoboda wrote:

Hi,
We use email for creating new tickets. When I send message to RT with CC  to user,  the Cc-ed user is CC of the ticket, but the mail get from me (and his reply to me too). But I need, the reply comms to RT.  Is the way, how to send mail to Cc-ed user via RT directly ?

Hi Radek

We had almost such situation in our system and we solved it some how by change our approaches.

Suppose i want to create a ticket and include someone in the loop. First i send an email with only subject to RT. then when i get the auto respond of ticket creatin, then i will put the main content and reply it to RT and include those who should be in the loop.

It is also expected that when any one in the loop intend to reply, use reply to all.

In this case, althogh the cc people still receive emails directly fro the sender, but tracking would be added to the ticket

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