Originator updated despite not being CC'ed

Hi, and happy new year.

We have noticed recently that RT sends updates to the originator of a
ticket even if that person is not in the CC list of the email. For
instance:

  • Client sends email to RT opening a ticket
  • Support employee sends email to second employee, copies RT but does
    not copy client
  • Client receives a copy of the update from RT despite not being copied
    in the follow up email

This can lead to issues where we want to discuss issues internally by
email, but not include the client.

Can this functionality be turned off?

Thanks,

Alex

Alex Dyas, Manager - Systems Administration
Tel: +41 22 348 30 15
www.linalis.com | twitter.com/linalis | www.linkedin.com/company/linalis

Expert en Services, Formation et Recrutement BI et Applications Web (CMS, CRM)
Partenaires certifies de Pentaho (BI), Jedox (Palo), Acquia (Drupal), SugarCRM et Infobright

Alex,

You can turn that off with the NotifyActor setting in the RT_SiteConfig.pm
file.

KennOn Tue, Jan 3, 2012 at 2:55 AM, Alex Dyas adyas@linalis.com wrote:

Hi, and happy new year.

We have noticed recently that RT sends updates to the originator of a
ticket even if that person is not in the CC list of the email. For
instance:

  • Client sends email to RT opening a ticket
  • Support employee sends email to second employee, copies RT but does not
    copy client
  • Client receives a copy of the update from RT despite not being copied in
    the follow up email

This can lead to issues where we want to discuss issues internally by
email, but not include the client.

Can this functionality be turned off?

Thanks,

Alex


Alex Dyas, Manager - Systems Administration
Tel: +41 22 348 30 15
www.linalis.com | twitter.com/linalis | www.linkedin.com/company/**linalishttp://www.linkedin.com/company/linalis

Expert en Services, Formation et Recrutement BI et Applications Web (CMS,
CRM)
Partenaires certifies de Pentaho (BI), Jedox (Palo), Acquia (Drupal),
SugarCRM et Infobright


RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html
)

  • Boston March 5 & 6, 2012

Hi, and happy new year.

We have noticed recently that RT sends updates to the originator of
a ticket even if that person is not in the CC list of the email.
For instance:

  • Client sends email to RT opening a ticket
  • Support employee sends email to second employee, copies RT but
    does not copy client
  • Client receives a copy of the update from RT despite not being
    copied in the follow up email

This can lead to issues where we want to discuss issues internally
by email, but not include the client.

Can this functionality be turned off?

It sounds like your employee wants to Comment rather than
Reply/Correspond. Replies/Correspondences go out to the Requestors by
default, while Comments only go to the internal AdminCcs by default.

You can tweak these in the Scrips configuration.

-kevin

Hi, and happy new year.

We have noticed recently that RT sends updates to the originator of
a ticket even if that person is not in the CC list of the email.
For instance:

  • Client sends email to RT opening a ticket
  • Support employee sends email to second employee, copies RT but
    does not copy client
  • Client receives a copy of the update from RT despite not being
    copied in the follow up email

This can lead to issues where we want to discuss issues internally
by email, but not include the client.

Can this functionality be turned off?
It sounds like your employee wants to Comment rather than
Reply/Correspond. Replies/Correspondences go out to the Requestors by
default, while Comments only go to the internal AdminCcs by default.

You can tweak these in the Scrips configuration.

Thanks for the pointer. I solved the problem by removing the default “On
Correspond Notify Requestors and Ccs” scrip. This seems to be exactly
what I needed. Now only people CC’ed get updates, but I still retain
requestor actions like On Resolve etc.

Thanks,

Alex…