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

Alex Dyas adyas at linalis.com
Fri Jan 13 05:31:16 EST 2012

On 01/03/2012 10:25 PM, Kevin Falcone wrote:
> 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.

Thanks for the pointer. I solved the problem by removing the default "On 
Correspond Notify Requestors and Ccs" scrip.  This seems to be exactly 
what I needed.  Now only people CC'ed get updates, but I still retain 
requestor actions like On Resolve etc.



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