Hi guys I went through the archives, but still somehow I can't manage to get this to work, so I would appreciate some help and patience :)
We have clients, who open ticket via e-mail, and all works fine, except that some clients open ticket from their personal e-mail (which becomes "owner" of the ticket/requestor), and they put their group mail as cc. Now if I want replies to go automatically to requestor (to his personal mail, from which they opened ticket) and also to their group mail, I need to add this group mail under each ticket (People->Add new watchers) by hand. As this is time consuming, and I'm not by machine checking this 24/7, to be able to add them by hand, I was hoping there could be way for RT to add these CC addresses from original mail which opened the new ticket, as watchers (as CC:) in RT ticket automatically. I saw few replies in archive, about creating script under particular queue with following data: Condition: On create Action: Notify CCs Template: Global template: Transaction Stage: TransactionCreate I tried this, but it doesn't really do what I would like to. Is there any other (proper) way to achieve this and have RT adding CCs from mail automatically also to Ticket's CC? PS: We are running 4.0.6, but I hope that's not going to be issue. Thanks for help! -- br, Primoz Jeroncic Support - IP Connectivity & Routing ----------------------------------------------------------- Softnet d.o.o. | Borovec 2 tel: +386 1 8100100 | The longer I run, SI-1236 Trzin primoz(at)softnet.si | the smaller the Slovenia http://www.softnet.si| problems become. -----------------------------------------------------------
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