On Tue, Jan 03, 2012 at 11:55:28AM +0100, Alex Dyas wrote: > Hi, and happy new year. > > We have noticed recently that RT sends updates to the originator of > a ticket even if that person is not in the CC list of the email. > For instance: > > - Client sends email to RT opening a ticket > - Support employee sends email to second employee, copies RT but > does not copy client > - Client receives a copy of the update from RT despite not being > copied in the follow up email > > This can lead to issues where we want to discuss issues internally > by email, but not include the client. > > Can this functionality be turned off?
It sounds like your employee wants to Comment rather than Reply/Correspond. Replies/Correspondences go out to the Requestors by default, while Comments only go to the internal AdminCcs by default. You can tweak these in the Scrips configuration. -kevin
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