CC Users

[snook789]

We use the Forward function on almost every ticket, to ask 3rd party questions.

We never CC to 2nd email
Only replies are to the user
or
Forwarded to 3rd party

But all the time when posting a reply to the user, we notice that a CC Users has been added to the ticket.
Most often it is the users that has been added.
We don't want this send twice, so we go to edit tab, and delete the CC Users.

Please tell me if their is a setting, or code we can edit that will not add a CC Users to a ticket

Thanks

[snook789]

I just upgraded to v3.00.81 so I was expecting bugs like this to be fixed
trying to do more searching on this topic, I see I asked about this in December
http://forums.kayako.com/showthread.php?t=6139

and there was post by Neil saying it was a known bug back before this even
http://forums.kayako.com/showthread.php?t=5254

This has never been resolved ?

[snook789]

anyone ?

I want to stop CC User from being added

[Varun Shoor]

There isnt an option for this, Its best to file in a feature request and send me the task id to varun AT kayako.com so I can prioritize it on our dev TODO.

Regards,

Varun Shoor

[snook789]

http://bugs.kayako.net/?do=details&id=1479

[f0rd42]

me too!!!!

Andre

[noran01]

Ya, this would be a good feature for us to use as well! It would save us tons of time over manually editing ever email.

[snook789]

woud it be possible to point us to the bit of code we can look for, to edit it out ?
I do this literally for ever single ticket now (because they all involve 3rd party)
1000 + tickets a day, it is a step I would greatly like to skip

[Guido]

Yeah this sucks.
The CC recipient should only receive that one message, not all the followups with the customer.
Please fix this ASAP.

Code for it is in modules/tickets/functions_ticketmain.php if somebody wants to fix it themselves.

// Now we get other recipients that might be current assigned to this ticket
$_recipients = $this->getRecipients();

// For now we will only send mails to CC'ed and BCC users. not to third parties.
// Build CC Mail List

[snook789]

Originally Posted by Guido

Code for it is in modules/tickets/functions_ticketmain.php if somebody wants to fix it themselves.

// Now we get other recipients that might be current assigned to this ticket
$_recipients = $this->getRecipients();

// For now we will only send mails to CC'ed and BCC users. not to third parties.
// Build CC Mail List

Thank You!

[Guido]

NP, if you got it fixed please post the code.
I tried to add a delete query at the end of getrecipients() but failed because I'm not too familiar with php.

[Swish]

Has there been a fix for this in the latest versions?

This forced CC is a REAL problem.