Sometimes when a ticket is created, the original requester will "copy"
another party on a subsequent reply. But, instead of using the CC field,
they add the person to the “TO” field. Now when the new person replies,
clicking “Reply” in their email client just puts the requester’s address
in the “TO” field (as it should). But, the second person decides to
also add the support address to the “TO” field. What happens next is
that the original requester gets a copy from the second person, AND gets
a copy from RT.
If that didn’t make sense, here’s the sequence:
- Email to support
- RT auto replies
- Requester replies TO: email@example.com, firstname.lastname@example.org
email@example.com replies TO: firstname.lastname@example.org, email@example.com
firstname.lastname@example.org gets email from email@example.com
- RT sends copy of firstname.lastname@example.org email to email@example.com
Effect: firstname.lastname@example.org gets two copies of the same email.
Even with $ParseNewMessageForTicketCcs enabled, I still see the double
emails. But, this might not be the problem since I’m not sure if
$ParseNewMessageForTicketCc is supposed to handle this case.
If the second person had just clicked “Reply to All”, only the
email@example.com address would have been used, and then the requester
would only get one copy of the email.
Is it possible to make RT parse the “TO” field? Have I misconfigured
Thanks in advance,
Kanwar Ranbir Sandhu
Linux 2.6.14-1.1656_FC4 i686 GNU/Linux
10:19:11 up 3:18, 3 users, load average: 0.08, 0.12, 0.16