Inserting Article via Hotlist results in Refers To link being created in ticket

RT Users
1

Hi all,

I am using the Article Hotlist feature in order to created canned
replies. I have noticed though that when inserting an Article, a link to
the article that was inserted gets placed in the ticket’s "Refers To"
section.

This is unwanted behavior for our use case and I have not been able to
figure out how to not have RT insert this link. I just want to use it
for canned replies, no links are required.

Any ideas on how to do this?

Thanks!

2

Just wanted to bump this back up in the hopes that someone has an answer
:-)On 6/20/2015 9:00 AM, Russell Jones wrote:

Hi all,

I am using the Article Hotlist feature in order to created canned
replies. I have noticed though that when inserting an Article, a link
to the article that was inserted gets placed in the ticket’s “Refers
To” section.

This is unwanted behavior for our use case and I have not been able to
figure out how to not have RT insert this link. I just want to use it
for canned replies, no links are required.

Any ideas on how to do this?

Thanks!