On Fri, Jul 29, 2011 at 10:37:42AM -0700, Simon Gao wrote: > After a ticket is created. > > For example: > > A ticket created by email, [1][email protected]. This is added to > requestors field. During > subsequent correspondences, [2][email protected] is cced. We don't want > add > [3][email protected] to the "Cc:" field. Is this possible?
They're CC'ed from normal mail? If you're doing it in the webui, just make sure to use one-time-cc not normal Cc If it's happening form normal mail, then you've modified RT and either added the patch or scrip from the wiki that add Ccs to the ticket on correspondence. RT does not offer that behavior out of the box, the ParseNewMessageForTicketCcs config option is actually create only. Being able to add yourself to a ticket just by sending mail to it opens ways to gain privileges by making yourself a requestor or a Cc of a ticket you shouldn't be able to see. -kevin
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