Strange situation with CC'd users - Kayako

NC Software · **Strange situation with CC'd users -** 04-10-2006, 12:34 AM

I am using 3.04 and something odd happened today. All of the sudden every time I sent an e-mail it would go to the recipient but would also go back to my support@ address. I think what happened is my recipient (user) added CC users, one of which was her coworker and the other CC was my support address. It looks like my responses were using her assigned CC'd recipients. I don't believe that the ticket should bind to the users CC'd recipients, it's like they are now adding people to the ticket conversation which includes MY replies!

NC Software · 04-10-2006, 03:02 PM

I saw this again today! I sent a response and I get an e-mail to my surprise. It does appear the the CC recipients the user sends in are being attached as CC recipients to my outgoing replies. I do NOT like this. They will sometimes CC various departments in their initial inquiry, I merge the tickets, then I reply and I get all of the same CC replies due to the reply now binding their incoming CC's! Make sense? This has to change, this is new in 3.04 and I don't like it!

***Varun Shoor*** · 05-10-2006, 12:44 AM

It must have been because of the Delivered-To being parsed as recipients, We removed it in the latest CVS. Here is the entry from changelog:

Quote:

- Removed parsing of Delivered-To for Recipient addresses as it is to be used for only loop detection

Only the changelog has been updated, You should upgrade as soon as you see v3.04.10 in place. Let me know if the issue persists in that build.

Regards,

Varun Shoor

NC Software · 12-10-2006, 05:06 PM

This issue is not fixed in 3.04.10. I just did a staff reply and I got the e-mail as I was in the CC list somehow! (my support AT address).

xian · 25-10-2006, 07:43 PM

I am having this problem too - I have to go to options to delete the CC on almost every mail I send. How do I fix this?

xian · 13-11-2006, 02:12 PM

Has this been addressed yet? It is a huge liability having the emails being randomly CC'd to an external address. I dont know where the CC is coming from. Please advise.

-xian

***Varun Shoor*** · 13-11-2006, 03:33 PM

I think what you need is ability to disable auto addition of CC users, I have just pushed out this in the CVS. You can find this option under Admin CP > Settings > Tickets > Parser > "Auto Add CC Users as CC Recipients" (Only in upcoming CVS build).

Regards,

Varun Shoor

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NC Software Offline Member Posts: 527 Join Date: Dec 2005 Location: Sitting	12-10-2006, 05:06 PM This issue is not fixed in 3.04.10. I just did a staff reply and I got the e-mail as I was in the CC list somehow! (my support AT address). Neal Culiner NC Software, Inc. Visual Basic .NET Forums 3.30.02 STABLE

xian Offline New Member Posts: 29 Join Date: May 2006	25-10-2006, 07:43 PM I am having this problem too - I have to go to options to delete the CC on almost every mail I send. How do I fix this?

xian Offline New Member Posts: 29 Join Date: May 2006	13-11-2006, 02:12 PM Has this been addressed yet? It is a huge liability having the emails being randomly CC'd to an external address. I dont know where the CC is coming from. Please advise. -xian