[rt-users] duplicated RT reply

[Thomas Lau]

Guys, we have some problem with duplicated ticket reply:

here is how we reproduce problem:

Situation 1, no duplicated reply:
1. User A created new ticket without CC anyone within the email send to helpdesk at domain.com
2. when User A reply same ticket by email (which reply to helpdesk at domain.com), he could CC anyone he wants and the ticket itself didn't put those "CC" peoples into record


Situation 2, duplicated reply:
1. User B created new ticket with CC Thomas at domain.com within the email send to helpdesk at domain.com
2. when User B reply same ticket by email (which reply to helpdesk at domain.com), he CC Thomas at domain.com on the reply email
3. as because the first ticket creation, CC to Thomas at domain.com being recorded into ticket, RT will send first email base on CC list itself, which contain Thomas at domain.com ; Then as User B also CC to Thomas at domain.com on the reply.


that means Thomas is receiving two emails, first is from RT, second is from User B CC. One from RT with from "User B via RT", and another one is from "User B"


how do you guys avoid this kind of email duplication? Thanks.