I’ve been instructed to try to reverse RT’s normal functionality when it comes to correspondence and watchers. By default, RT includes all watchers when anyone corresponds on a ticket, thus emailing every watcher. Users must uncheck the watchers they wish to exclude from their message.
What I’ve been asked to do is flip this. RT should exclude all watchers by default, and the corresponding user should have to check the watchers they want to include.
My first thought is to go into the code and find the part that checks each checkbox, then copy that to the “local” folder and remove the checking code from it. This will let all boxes remain unchecked, just as my boss wants. Before I go hunting for the one line I need, though, I wanted to see if a better way exists. Is this a setting I’ve missed? Is there a simple way? If code modification is my best option, does anyone know the path to the file I’ll want to look at? Thanks for any ideas.