[rt-users] Originator updated despite not being CC'ed

Alex Dyas adyas at linalis.com
Tue Jan 3 05:55:28 EST 2012

Hi, and happy new year.

We have noticed recently that RT sends updates to the originator of a 
ticket even if that person is not in the CC list of the email.  For 

- Client sends email to RT opening a ticket
- Support employee sends email to second employee, copies RT but does 
not copy client
- Client receives a copy of the update from RT despite not being copied 
in the follow up email

This can lead to issues where we want to discuss issues internally by 
email, but not include the client.

Can this functionality be turned off?



Alex Dyas, Manager - Systems Administration
Tel: +41 22 348 30 15
www.linalis.com | twitter.com/linalis | www.linkedin.com/company/linalis

Expert en Services, Formation et Recrutement BI et Applications Web (CMS, CRM)
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