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2016-04-06T20:20:26Z

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= ParseFollowupMessageForTicketCcs =

After becoming more proficient in writing RT scrips, I decided to convert the patch below into a scrip so we wouldn't have to worry about patching after upgrading. It also works with correspondences made via the web instead of only via email like the patch below. See [[AddWatchersOnCorrespond]] for more information on the scrip version.

=== Automatically add ticket [CC]s from followup emails ===

The [[ParseNewMessageForTicketCcs]] option in [[SiteConfig]] will automatically add [[CC]] [[Watcher]]s to a ticket during new ticket creation. We wanted the same behavior for email followups to existing tickets, so I patched the RT/Interface/Email.pm module to do this if the [[ParseFollowupMessageForTicketCcs]] option is also set in your [[SiteConfig]].

Note: Both options use the [[RTAddressRegexp]] variable to avoid problems.

Patch written for and tested with RT version 3.4.5.

----

=== RT/Interface/Email.pm ===

<nowiki>diff -urN /usr/lib/rt/RT/Interface/Email.pm-dist /usr/lib/rt/RT/Interface/Email.pm
--- /usr/lib/rt/RT/Interface/Email.pm-dist 2005-11-14 17:35:40.000000000 -0500
+++ /usr/lib/rt/RT/Interface/Email.pm 2006-07-21 13:30:02.000000000 -0400
@@ -746,6 +746,7 @@
my $Ticket = RT::Ticket->new($CurrentUser);

# {{{ If we don't have a ticket Id, we're creating a new ticket
+ my $new_ticket = 1;
if ( (!$SystemTicket || !$SystemTicket->Id) &&
grep /^(comment|correspond)$/, @actions ) {

@@ -784,6 +785,8 @@
$args{'ticket'} = $id;

# }}}
+ } else {
+ $new_ticket = 0;
}

$Ticket->Load( $args{'ticket'} );
@@ -799,6 +802,21 @@
return ( 0, $message );
}

+ # JAS - Add Ticket CCs for followups to current tickets also:
+ if (not $new_ticket and $RT::ParseFollowupMessageForTicketCcs) {
+ my @Cc = ParseCcAddressesFromHead(
+ Head => $head,
+ CurrentUser => $CurrentUser,
+ QueueObj => $SystemQueueObj
+ );
+ foreach (@Cc) {
+ $Ticket->AddWatcher(
+ Type => 'Cc',
+ Email => $_,
+ );
+ }
+ }
+
# }}}
foreach my $action( @actions ) {
# If the action is comment, add a comment.

</nowiki>

----

Later we decided to make RT also add senders as Cc watchers, so I created a new version of the patch. This version also verifies that the email address is not already a watcher of the ticket or queue before it is added.

'''Note:''' The person being added needs to have permission to see the ticket, which means you will probably have to grant the System group [[Everyone]], [[Watch]] rights (globally or for the necessary [[Queue]]s) for this to work.

'''Warning:''' "It's worth noting that this patch opens up a potentially dangerous hole. A malicious user could easily make themselves CC of ...all your tickets. In some organizations, this may not matter. But it's a showstopper here." --JV (from rt-users mailing list). Therefore, be aware and take appropriate precautions if you use this.

----

<nowiki>diff -urN /usr/lib/rt/RT/Interface/Email.pm-dist /usr/lib/rt/RT/Interface/Email.pm
--- /usr/lib/rt/RT/Interface/Email.pm-dist 2005-11-14 17:35:40.000000000 -0500
+++ /usr/lib/rt/RT/Interface/Email.pm 2007-02-07 14:52:44.000000000 -0500
@@ -346,13 +346,17 @@

my (@Addresses);

+ # JAS - Add new From addresses in case the ticket was privately forwarded
+ # to a new interested third party who then replies to the ticket.
+ my $From = $args{'Head'}->get('Reply-To') || $args{'Head'}->get('From') || $args{'Head'}->get('Sender');
+ my @FromObjs = Mail::Address->parse($From);
my @ToObjs = Mail::Address->parse($args{'Head'}->get('To'));
my @CcObjs = Mail::Address->parse($args{'Head'}->get('Cc'));

- foreach my $AddrObj (@ToObjs, @CcObjs) {
+ foreach my $AddrObj (@FromObjs, @ToObjs, @CcObjs) {
my $Address = $AddrObj->address;
$Address = $args{'CurrentUser'}->UserObj->CanonicalizeEmailAddress($Address);
- next if ($args{'CurrentUser'}->EmailAddress =~ /^\Q$Address\E$/i);
+ next if ($args{'CurrentUser'}->EmailAddress and $args{'CurrentUser'}->EmailAddress =~ /^\Q$Address\E$/i);
next if ($args{'QueueObj'}->CorrespondAddress =~ /^\Q$Address\E$/i);
next if ($args{'QueueObj'}->CommentAddress =~ /^\Q$Address\E$/i);
next if (RT::EmailParser->IsRTAddress($Address));
@@ -746,6 +750,7 @@
my $Ticket = RT::Ticket->new($CurrentUser);

# {{{ If we don't have a ticket Id, we're creating a new ticket
+ my $new_ticket = 1;
if ( (!$SystemTicket || !$SystemTicket->Id) &&
grep /^(comment|correspond)$/, @actions ) {

@@ -784,6 +789,8 @@
$args{'ticket'} = $id;

# }}}
+ } else {
+ $new_ticket = 0;
}

$Ticket->Load( $args{'ticket'} );
@@ -799,6 +806,41 @@
return ( 0, $message );
}

+ # JAS - Add Ticket CCs for followups to current tickets also:
+ # - Allow the CurrentUser to be added if they are not already on this ticket list.
+ if (not $new_ticket and $RT::ParseFollowupMessageForTicketCcs) {
+ my @Cc = ParseCcAddressesFromHead(Head => $head,
+ CurrentUser => $RT::SystemUser, # Don't ignore the CurrentUser.
+ QueueObj => $SystemQueueObj,
+ );
+ foreach (@Cc) {
+ my $user = RT::User->new($RT::SystemUser);
+ $user->LoadByEmail($_);
+ my $principal;
+ $principal = $user->PrincipalId if $user->Id;
+ # Only add people to this ticket if they are not already a watcher of the ticket or queue:
+ if (not ($Ticket->IsWatcher(Type => 'Requestor', Email => $_)
+ or $Ticket->IsWatcher(Type => 'Cc', Email => $_)
+ or $Ticket->IsWatcher(Type => 'AdminCc', Email => $_)
+ or $Ticket->QueueObj->IsWatcher(Type => 'Cc', PrincipalId => $principal)
+ or $Ticket->QueueObj->IsWatcher(Type => 'AdminCc', PrincipalId => $principal))) {
+ # NOTE: Passing both the Email address & PrincipalId for that address to the RT::Ticket:AddWatcher
+ # function will allow it to pass the ACL checks with only Watch rights, otherwise ModifyTicket
+ # rights will be needed since it assumes that someone is trying to add another person.
+ # See: RT/Ticket_Overlay.pm:AddWatcher for more info.
+ my ($ret, $msg) = $Ticket->AddWatcher(Type => 'Cc',
+ Email => $_,
+ PrincipalId => $principal,
+ );
+ if ($ret) {
+ $RT::Logger->info("New Cc watcher added to ticket #". $Ticket->Id .": ". $_);
+ } else {
+ $RT::Logger->error("Failed to add new Cc watcher to ticket #". $Ticket->Id .": ". $_ ." - ". $msg);
+ }
+ }
+ }
+ }
+
# }}}
foreach my $action( @actions ) {
# If the action is comment, add a comment.
</nowiki>

----

ParseFollowupMessageForTicketCcs - Revision history

Admin: 2 revisions imported