[rt-users] Inserting Article via Hotlist results in Refers To link being created in ticket

Russell Jones russell at jonesmail.me
Sat Jun 20 10:00:27 EDT 2015

Hi all,

I am using the Article Hotlist feature in order to created canned 
replies. I have noticed though that when inserting an Article, a link to 
the article that was inserted gets placed in the ticket's "Refers To" 

This is unwanted behavior for our use case and I have not been able to 
figure out how to not have RT insert this link. I just want to use it 
for canned replies, no links are required.

Any ideas on how to do this?


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