Mail Parser Ability to remove certain addresses from CC, BCC fields

[logicway]

It would be very handy if there was an option (within the mail-parser), to remove specified cc-users from the ticket.

Some clients manage to email all staff-members, and I would like to have it removed while the email is parsed.

[brygrant]

I agree with this. We have people who CC "Australia Helpdesk" and it then gets added to the ticket as a CC recipient.

This means two things; one there are always duplicate posts when staff members reply, but also if staff reply and close at the same time - it reopens when it parses the duplicate mail.

[bear]

Not sure how you'd filter out only certain CC recipients (compare to staff emails?) but some method of correcting those that CC to the desk (as mentioned above) while writing others would be very helpful. I'd also like to be able to remove more than one CC recipient at a time when editing...checkboxes, perhaps?

[logicway]

Originally Posted by bear

Not sure how you'd filter out only certain CC recipients (compare to staff emails?) but some method of correcting those that CC to the desk (as mentioned above) while writing others would be very helpful. I'd also like to be able to remove more than one CC recipient at a time when editing...checkboxes, perhaps?

The best way would be to have a black-list, where you can enter email-addresses you would like to be removed, while the ticket is being parsed.

[brygrant]

To coin the phrase ... by jove i think I have it!

Use query browser to view table swift.swticketemails then find the ticketemailid which has the email address you want to remove from CC lists (I have the same problem).

Open .\modules\parser\cron_parser.php and enter the following line just before the ?> at the bottom of the file where 999 is the ticketemailid value. As long as the cron job runs the parser, you're the laughing horse

mysql_query("DELETE FROM swift.swticketrecipients where ticketemailid='999' and recipienttype='2'");

Undoubtedly it will add some processing overhead (as these things always do) but it certainly does the trick. I will be testing in dev and UAT then will hopeully impliment later in the week. Let me know how it goes.