Additional emails in TO line should be added to CC instead of disappear

joshburt7649 · 2010-02-26T17:51:30.000Z

Maybe this is really a feature request, but it seems like a nasty bug: When a ticket is created from an email all addresses in the CC list are included in the ticket but all addresses in the TO line disappear. Except for the incoming help desk address, they should all be included in the ticket. This is causing great confusion. Is there a setting I have missed somewhere? Help?

Thanks,

Josh

stephenchudleigh7324 · 2010-02-26T18:50:35.000Z

You are correct, this is how it is currently implemented. I have opened a bug report about adding other e-mails in the To: header onto the ticket as CC’d users.

In the meantime, as you noticed, the only workaround is to try to have people use the CC: field and only use the To: field for the actual helpdesk address.

Thanks, Stephen

lawriedalman3018 · 2010-02-27T03:06:40.000Z

We had the same problem but resolved it by doing what Stephen speaks of, users are told that ONLY the helpdesk address should be in the to field and any other recipients of the initial ticket or people to be included in the ticket trail should be included on the CC field in the initial email.

Once everyone gets the word, it resolves the issue quickly and effectively.

yasaf · 2010-02-27T14:40:13.000Z

Never faced that issue myself - good knowledge to have handy.

joshburt7649 · 2010-03-01T10:04:26.000Z

Thank you, that tells me what I need to know for now. I’ll need that bug fix - I can’t completely solve this because our help desk address is also part of several distribution lists.

stephenchudleigh7324 · 2010-03-16T11:13:53.000Z

fyi, this is fixed in 4.6.

joshburt7649 · 2010-03-23T11:34:15.000Z

It is indeed fixed in 4.6. Thanks Stephen.

joshburt7649 · 2010-03-23T14:44:40.000Z

Yikes, now I have the reverse problem: The distribution list that goes to the SW mailbox gets added as well, so all communications get cc’d back into SW.

stephenchudleigh7324 · 2010-03-23T14:51:24.000Z

You probably don’t want your SW help desk mailbox on any automatic distribution lists, since it will create a new ticket everytime the list is messaged. However, without really understanding what your issue is, have you seen this? http://community.spiceworks.com/topic/92156

joshburt7649 · 2010-03-23T15:23:48.000Z

We need our help desk to be in a distribution list because we also want all help desk emails to go directly to a list of several other people. That list changes frequently.

Also I know that many organizations, including others I’ve worked for, use aliases for the help desk address rather than ever having to change an address that users are already used to.

stephenchudleigh7324 · 2010-03-23T15:35:27.000Z

If I understand correctly, your users are sending e-mail to a group e-mail address which passes the message to each member of the group, and the Spiceworks Help Desk e-mail is a member of this group? Have you tried the CC regexp recommendation? Set it to not CC the distribution group e-mail according to the instructions in that other post. It seems to work for aliases so I’d think it would work for groups as well.

Failing that, I would try submitting a new feature request if it’s not there already.

joshburt7649 · 2010-03-23T15:40:29.000Z

Sorry, I should’ve said in my last post: Yes, the regexp fixed this problem for me for now. Your link to the other thread was most helpful. I’m now just watching the other thread to see if any further fix/change will be implemented regarding this. Thanks!