On Fri, Dec 4, 2015 at 10:40 AM, Joe Kirby <[email protected]> wrote: > Our queues are setup to not contact the requestor on a comment via email OR > to even let the requestor see the comment. > > One of my power users put a comment on the ticket but included as a one-time > cc someone who does not go into RT very often. > > That user actually replied back to the email which then contacted the > requestor with both his response and the original comment. > > Is there a way to recognize an email coming back to RT as a response to a > comment and suppressing any email notification etc. to the requestor?
There are two questions you ask in the above sentence. A. Is there a way to recognize an email coming back to RT as a response to a comment? Yes. That should happen per your configs: Set($CommentAddress , '[email protected]'); When comments go out (even to one-time-ccs) the reply-to address will be whatever is configured. When replies to that comment come back to the system, your MTA is configured to make those transactions comments: $ grep comment /etc/aliases comment: "|/opt/rt4/bin/rt-mailgate --queue 'helpdesk' --action 'comment' --url https://rt.d.umn.edu"; B. And suppress any email notifications to the requestor? That is configured in your scrips. -m
