Guys, we have some problem with duplicated ticket reply: here is how we reproduce problem:
Situation 1, no duplicated reply: 1. User A created new ticket without CC anyone within the email send to [email protected] 2. when User A reply same ticket by email (which reply to [email protected]), he could CC anyone he wants and the ticket itself didn't put those "CC" peoples into record Situation 2, duplicated reply: 1. User B created new ticket with CC [email protected] within the email send to [email protected] 2. when User B reply same ticket by email (which reply to [email protected]), he CC [email protected] on the reply email 3. as because the first ticket creation, CC to [email protected] being recorded into ticket, RT will send first email base on CC list itself, which contain [email protected] ; Then as User B also CC to [email protected] on the reply. that means Thomas is receiving two emails, first is from RT, second is from User B CC. One from RT with from "User B via RT", and another one is from "User B" how do you guys avoid this kind of email duplication? Thanks. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
