[rt-users] A question about correspond

[Wozz]

I'd like to hack up RT so it will never send an email to the requester
based on another incoming email, whether its a comment or a correspond.
Correct me if I'm wrong.  When someone replies to a comment in a
correspond queue, rt will forward that comment to the requestor.
This happens around line 131 in database.pm (in add_transaction).
If I don't ever want an email to a requestor triggered by
an incoming email to the ticket, I should be able to comment that
whole "if ($queues{$queue_id}{m_user_trans}" statement out.  The
only time I want an email sent out to a requestor is when I click
on reply in the web UI.  Nothing else should generate an email to
the customer.  Am I on the right track?  The reason I ask, is that
I did comment all that stuff out (from line 131 to 137) and an email
was still sent to the requestor based on a reply to a cc'd comment
for a ticket in a correspond queue.  Any ideas?

The problem I'm trying to solve is as follows.  We have incoming complaints about
abuse (spam, etc) coming in to the incoming-abuse queue, which is a correspond
queue.  This creates the ticket and sends off an autoreply.  The next step is to
evaluate the ticket to see if its actual abuse or not.  If it is, we move it to
the 'incidents' queue, which is a comment queue.  We then send out comments (cc'd)
to the appropriate staff to deal with the user.  The deal with them and reply back
to us.  When this process works
correctly, we have no problem.  The customer never see's anything.  But, if
someone, in the heat of the moment, forgets to switch the ticket from the
incoming-abuse queue, and sends out cc'd comments to internal personel, their
replies get sent to the customer, which leads to all sorts of messy situations
where we don't want the requestor seeing what we are saying.  Perhaps there's an
easier solution to my problem that someone could suggest, but if not, I need some
help figuring out the problem in database.pm.  

Thanks!