[rt-users] Sending reply to the requester only on action by owner

Liam R. MacInnes LMacInnes at stargate.ca
Fri Aug 24 16:24:08 EDT 2007

Hello Gene

I think we might be looking at different issues.

When I add someone as a CC (removing the original requestor from that specific email message) and send a reply. If they reply to it (sending it to RT using the queues address as defined in the queue setup) RT receives it and sends a copy out to the Requestor and any CC's that are defined. It's not a reply all Issue I'm seeing.

Liam MacInnes                       Network Support Specialist
support at stargate.ca               Stargate Connections, Inc.
http://www.stargate.ca             Ph. +1 (604) 606-8987

-----Original Message-----
From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu]
Sent: Friday, August 24, 2007 12:09 PM
To: Liam R. MacInnes
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Sending reply to the requester only on action by owner

Hi Liam,

It looks like "Notify Requestors" (as a scrip action) and "Reply to requestors" (as a web gui update type) send mail only to the requestor(s).  If you manually add someone else as a Cc: then there's no way you can prevent them from hitting Reply To All.  That would be a Boss Training Issue.

On the other hand, if you Bcc: the boss then his copy of the e-mail shouldn't have the requestor's address on it (but he also wouldn't know that the requestor got a copy of it as well).


At 11:11 AM 8/24/2007, Liam R. MacInnes wrote:
>RT 3.6.1 is there any way to only send email from the Owner back to the
>requestor? Eg, the problem I'm having is if I CC someone else a
>response to the ticket. Example a requester and their boss as a CC If
>the boss replies I don't necessicarily want that going to the
>requester. Default appears to be a "reply all" kind of behavior.
>Community help: http://wiki.bestpractical.com Commercial support:
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Gene LeDuc, GSEC
Security Analyst
San Diego State University

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