Scenario:
- An issue is created in RT.
- The e-mail is sent to a requestor (customer), and CCed to another customer user.
- The customer forwards the e-mail internally, and the receiver (not a watcher) responds.
- RT (uses headers (?) and subject to automatically merge this correspondence into the existing ticket, making the new third person a part of the ticket.
Can I by configuration avoid step 4? I do not want arbitrary users with only knowledge of the ticket id (subject) to be able to respond and take part in tickets? If this happens, it should create a new ticket, and the operators should manually merge them if they should be included.
I only want the watchers to be able to communicate in the respective ticket.