You can stop certain emails from receiving updates on particular tickets by using the "This message will be sent to" form available in the update page. Just tick the right boxes to remove them from the cc list.
An alternative would be to remove the main group as watcher/cc on that queue and instead give them the right to See Queue, show Tickets , and Show Ticket comments. Regards; Roy From: [email protected] [mailto:[email protected]] On Behalf Of Chris Hall Sent: 18 February 2011 15:17 To: rt-users Subject: [rt-users] Only emailing certain people question This seems like a simple thing, but I can't figure it out. So there's one main queue, and there's only about... 10 - 15 users total on this RT system I'm admin for. They all have access to the main queue. However, the boss guy is adding in users/email addresses to the tickets individually in the CC and requesters, etc... sections of each ticket. The idea being he wants everybody to be able to go in and look at whatever ticket it is, but he only wants emails sent to the specific people he designates on per ticket basis. For example: Ticket A, if commented on, will email user 1, user 3 and user 7. Ticket B, if commented on, will notify user 1, user 4 and user 9, and so on and so on. This seems like it should be simple.. and yet it's not. Currently, I have everyone grouped together into a "main" group and set as watchers for the main queue, and I'm not sure why exactly, but nobody is getting emails except the boss, who is an admincc. Could somebody give me some guidance on how to set this up? Things I've tried so far: Setting up global scrip to mail cc, admincc and requesters and removing the "main" group from cc, which works for email, but then removes everyone in main group's access to the queue
