Hi all, I had an interesting issue crop up recently. One of my users commented on a ticket but Cc'd the requestor. The requestor didn't have CommentOnTicket privileges, so when they responded, RT silently dropped the mail. The only reason we noticed was because the requestor had also Cc'd someone else.
This behavior surprised my user, and surprised the requestor. I now understand why it happened, but it also surprised me. Is this behavior intentional? Are there ways to reduce the surprise to the users? (Possibly by filtering the Cc list by users who have CommentOnTicket, or sending mail to users who don't have CommentOnTicket from the correspondence address, so that their replies get recorded?) - Kevin