What is the best way to make sure that certain addresses which also receive a message that initiates the creation of a ticket are not automatically copied on its Replies?
When RT is sent a message, it adds the addresses of the other recipients to the CC list of the replies it sends out. In my shop, RT is sometimes CC'ed messages sent to mail aliases. If the operator does not remove the mail alias as a CC manually, all Replies to the ticket get sent to to all the addresses belonging to the alias. Because the list of recipients on the Reply composition page is out of sight below the section of the page used to compose and send the Reply, operators often neglect to remove inappropriate addresses. (Can the order of the two sections be easily reversed?) I am looking for the best way to exclude certain mail aliases from being sent a Reply unless they are explicitly added as a CC. In other words, in the case when RT is CC'ed a message which is not a Reply or Comment to an existing ticket, I want to either remove all the addresses in a certain list from the To: and CC: lines or replace them with an address to which Replies will not be sent (e.g., with the address for RT itself). I'm already using procmail to distribute messages to appropriate queues. so procmail solutions are possible. Thanks for your attention and any help you may be able to offer. -- Gary Hall Faculty of Applied Sciences Simon Fraser University
begin:vcard fn:Gary Hall n:Hall;Gary org:Simon Fraser University;Faculty of Applied Sciences email;internet:[EMAIL PROTECTED] title:Software Consultant tel;work:778-782-5925 x-mozilla-html:FALSE version:2.1 end:vcard
_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
