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"
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?