On 01/03/2012 10:25 PM, Kevin Falcone wrote:
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.
Thanks for the pointer. I solved the problem by removing the default "On
Correspond Notify Requestors and Ccs" scrip. This seems to be exactly
what I needed. Now only people CC'ed get updates, but I still retain
requestor actions like On Resolve etc.
Thanks,
Alex..
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
