Adding a Carbon Copy Email to tickets

[matthew01]

Hi Guys,

Is their away to add a carbon copy permanent email address to all emails that get sent as our management team would like to a to have a copy of all messages sent from the helpdesk system when a job is submitted, support person replied to the email and when it was resolved.

Currently if a person submits a helpdesk request it goes to an email address all techs have access to, but management want to cc a different mailbox for their records as well as keeping an eye on things.

Matthew

[Klemen]

The easiest way would be to modify find all occurrences of

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hesk_mail(

in file inc/email_fucntions.inc.php then:

1. If the line that starts with hesk_mail( replace

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, $subject

with

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 . ',management@domain.com', $subject

2. ignore the line that starts with the word function

This should add management@domain.com to the list of recipients, but it will be in "To:" ranter than "Cc:". To add them to "Cc:" it would require more modifications/hacks so it is out of the scope of my support.

[matthew01]

Hi Klemen,

Before I upload this modified file into my hesk install can you please take a quick look and make sure I have put the new code correctly into the places its needed.

Matthew

(REMOVED)

[Klemen]

You need to be careful when making changes to the code and follow instructions precisely:

1. there should be no comma before

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. ',management@domain.com'

Lines 65 you have:

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$ticket['email'],. ',management@domain.com'

It should be:

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$ticket['email']. ',management@domain.com'

Same for line 107

2. second instruction said to ignore the line that starts with the word "function", so no modifications to line 250

Try again and make sure you have a backup of the old file before testing.