[rt-users] Suppression of incoming mail CC to RT queue

[Smylers]

On Nov 11 Carl Elkins wrote:

> Some of our users ... seem to insist on including the RT queue address
> in the CC list of some emails; this is primarily a problem if they
> reply to a mail which has a valid ticket ID in Subject: field (the
> route by which they get this is unimportant to this discussion),

Thinking differently about your situation, _how_ unimportant is that?

> since they don't expect that RT will generate a reply to the original
> requestor, ... [terrible consequences snipped]

The thing I'd try first -- as by far the least hassle from a techinical
point of view -- would be to change the templates used so that people
don't have these expectations.

Correspondence sent to owners, CCs, and admin-CCs can have a block like
this at the top of them:

  ## This mail is managed by RT.  Ticket #123
  ## Ticket Subject:  Very Urgent Problem!
  ## Intranet ticket page: http://rt/Ticket/Display.html?id=123
  ## Replying to or forwarding this message will go to ALL these people:
  ##   D Duck, Acme Inc
  ##   B Bunny, Acme Inc
  ##   E Fudd, Acme Inc
  ## It doesn't mattern how you address the message: RT will send it to
  ## all those people.
  ##
  ## Please delete this block from your replies.

You just need a loop in the middle of the template to get the RealName
and Organization for each of the requestors of the ticket.

And make sure that you use different template for mailing requestors so
that they don't see the above.  (So you have to have separate
correspondence scrips for sending internal and external.)

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/