NAME

RT-Action-AutoAddWatchers - A more powerful $ParseNewMessageForTicketCcs

DESCRIPTION

Automatically adds new watchers from the current transaction to the ticket, while trying to do so intelligently. The basic rules:

• Addresses are extracted from the To, Cc, and From headers.

• Any address matching a configured address for RT is discarded.

• Any address which is already a ticket watcher is discarded.

• If the address matches a privileged user, the user is added as a ticket AdminCc.

• Otherwise, the address is added as a ticket Cc.

Notably, this does not skip addresses which are already queue watchers. The intent is to ensure that explicitly named people remain explicit on the ticket but don't receive duplicate mail. This is the reason for the distinction between ticket Cc/AdminCc, under the assumption that your queue watchers are AdminCcs. It also pairs nicely with a notification setup using RT::Extension::NotifyBasedOnOwnership and enables queue watchers to be looped into specific tickets via the initial email.

The default installation does not create a scrip for you. You must do that for yourself using the new Automatically add ticket watchers from new addresses action. A suggested scrip is:

    Condition: On Create
    Action: Automatically add ticket watchers from new addresses
    Template: Blank
    Stage: Normal

I strongly suggest only running this action On Create instead of on all correspondences (matching the behaviour of $ParseNewMessageForTicketCcs) so that watchers may not add themselves simply by replying to a ticket.

INSTALLATION

perl Makefile.PL

make

make install

May need root permissions

Edit your /opt/rt4/etc/RT_SiteConfig.pm

Add this line:

    Plugin("RT::Action::AutoAddWatchers");

or add RT::Action::AutoAddWatchers to your existing @Plugins line.

Clear your mason cache

    rm -rf /opt/rt4/var/mason_data/obj

Restart your webserver

Create a scrip (or scrips) as appropriate for your installation using the new action.

AUTHOR

Thomas Sibley <trsibley@uw.edu>

BUGS

All bugs should be reported via email to bug-RT-Action-AutoAddWatchers@rt.cpan.org or via the web at rt.cpan.org.

SEE ALSO

RT::Extension::NonWatcherRecipients

LICENSE AND COPYRIGHT

This software is Copyright (c) 2014 by Thomas Sibley

This is free software, licensed under:

  The GNU General Public License, Version 2, June 1991