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

Kevin Falcone falcone at bestpractical.com
Tue Jan 3 16:25:49 EST 2012

On Tue, Jan 03, 2012 at 11:55:28AM +0100, Alex Dyas wrote:
> 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 instance:
> - 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?

It sounds like your employee wants to Comment rather than
Reply/Correspond.  Replies/Correspondences go out to the Requestors by
default, while Comments only go to the internal AdminCcs by default.

You can tweak these in the Scrips configuration.

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