Carbon Copy Issues

[jpinegar]

I have been using TTX 3.01.752 for a while now and have the Carbon Copy option setup. I have it setup as a custom field with the type set to list and the hidden box is checked. I have two e-mail addresses listed separated by a coma. My understanding of this feature is that it will CC the addresses in this list any reply to an e-mail made by the "customer" (e-mail field in the ticket). My problem is that sometimes this works, and sometimes it does not. We would like count on this option to notify us when a ticket has been updated, but unfortunately cannot.

Have I misunderstood how this feature is supposed to work?

[Sparky]

This whole thing runs in Perl on your server... there is no mechanism by which it could not function exactly the same way every single time.

And the way the message is being generated and sent by your server, what you describe is impossible... if the original message is being sent, then the Cc: was sent... it's really the same source message.

It's far more likely the Cc: email address has been misspelled or the messages are being caught by a spam filter someplace.

What kind of testing have you done so far?

Also, why did you not have the courtesy to follow-up on your other thread?

http://forum.unitedwebcoders.com/index.php/topic,1247.0.html

[jpinegar]

Playing with this some more, it appears that if the ticket status is Responded, carbon copied e-mails will be generated. If the ticket status is Open, they will not. Is this by design? Can this be changed?

[jpinegar]

Sparky, this is actually a different issue than my other CC thread. We are using the built-in CC option to notify us (operators) regarding ticket updates. I was attempting to add the CC mod so that we could CC additional people if we wanted to while posting an update to a ticket.

[Sparky]

Sparky, this is actually a different issue than my other CC thread. We are using the built-in CC option to notify us (operators) regarding ticket updates. I was attempting to add the CC mod so that we could CC additional people if we wanted to while posting an update to a ticket.

Yes- I realize the Mod is slightly different than this option.  However when you ask a question and an answer is attempted, it would be most courteous to respond with your observations and final outcome.  When you leave it open, your thread becomes useless to others as a support tool.

[Sparky]

Playing with this some more, it appears that if the ticket status is Responded, carbon copied e-mails will be generated. If the ticket status is Open, they will not. Is this by design? Can this be changed?

At quick glance, I do not see anything in the module that explains your observations.

TTXTicket.pm is the relevant module and "opernotify" is the subroutine.