Ignore Forwarding Email Address

RT Users
1

Hi All,

I’m looking for a way to have RT not add a specific email address to the
watchers list on ticket creation.

Right now, we have our core email server configured to forward email sent to
“support@company.com” to “support@rt.company.com”. All further
correspondence with the customer is then done through
support@rt.company.comrather than through the main email server.

This is all working quite well, with the notable exception that "
support@company.com" gets added to the watchers list. Is there any way to
prevent this from happening?

Thanks for your time,

Hans Johnson

Hans Johnson (hans.johnson@gmail.com)
B.ASc, Computer Engineering
Simon Fraser University

… Si hoc legere scis numium eruditionis habes. – Anonymous

2

I’m looking for a way to have RT not add a specific email address to the
watchers list on ticket creation.

Right now, we have our core email server configured to forward email sent
to “[1]support@company.com” to “[2]support@rt.company.com”.� All further
correspondence with the customer is then done through
[3]support@rt.company.com rather than through the main email server.

This is all working quite well, with the notable exception that
“[4]support@company.com” gets added to the watchers list.� Is there any
way to prevent this from happening?

Seems you are using $ParseNewMessageForTicketCcs. So you have to set
$RTAddressRegexp to match support@company.com.