Adding email address (that is used in another queue) to a ticket in a different queue

Hi all,

We are facing a strange behaviour in the RT, let’s say I send an email
to, and this generate a ticket in support queue,
afterwards I CC this ticket with an address (which
is supposed to generate a ticket within helpdesk queue) So what is
happening is that no ticket is generated for helpdesk queue (which make
sense) but two emails are recorded and send to support queue.
What I would expect is that helpdesk queue users receive an email
notifying them that there is a ticket that has been sent to them.

What part of the RT is managing this feature?

Thanks a lot.

We are using RT 4.2.11

Josep Manel Andrés (
Operations - Barcelona Supercomputing Centre
C/ Jordi Girona, 31
08034 Barcelona, Spain Tel: +34-93-405 42 14
e-mail: Fax: +34-93-413 77 21

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