Don't want to CC ticket owners

Everytime a customer replies to a ticket, the owner of that ticket get’s a CC
(it’s not in the the headers, but RT issues a copy off to the owner). We don’t
want this in some cases… in most cases actually. While I see the usefulness
of this feature, I’m sure there’s a way to disable it. But I can’t find it.

In the meantime I’ve removed the email address for our employees’ user
accounts that don’t need this feature, and it’s worked well, but I wonder if
it’s possibly to disable this per-queue and per-user (other than removing the
email completely).

Thanks.

Phil
"They that can give up essential liberty to obtain a little temporary safety
deserve neither liberty nor safety."
-Benjamin Franklin, 1759

Everytime a customer replies to a ticket, the owner of that ticket
get’s a CC (it’s not in the the headers, but RT issues a copy off to
the owner). We don’t want this in some cases… in most cases
actually. While I see the usefulness of this feature, I’m sure there’s
a way to disable it. But I can’t find it.

Change:

OnCorrespond NotifyAllWatchers with template Correspondence
OnCorrespond NotifyOtherRecipients with template Correspondence

(I’m not sure which one).

Alternatively, set the owner to ‘Nobody’.

-Robin

http://www.digitalkingdom.org/~rlpowell/ BTW, I’m male, honest.
le datni cu djica le nu zifre .iku’i .oi le so’e datni cu to’e te pilno
je xlali – RLP http://www.lojban.org/

Everytime a customer replies to a ticket, the owner of that ticket
get’s a CC (it’s not in the the headers, but RT issues a copy off to
the owner). We don’t want this in some cases… in most cases
actually. While I see the usefulness of this feature, I’m sure there’s
a way to disable it. But I can’t find it.

Change:

OnCorrespond NotifyAllWatchers with template Correspondence
OnCorrespond NotifyOtherRecipients with template Correspondence

(I’m not sure which one).

NotifyAllWatchers will send to all of the people who are Watchers on
the ticket or Watchers on the queue. (That’s the one Phil wants.)

NotifyOtherRecipients will send to the people listed in the Cc and
Bcc fields in the message-composition screen (who usually aren’t
watchers and are just receving this one message).

Cheers,

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html
rich@lafferty.ca -----------±----------------------------------------------