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
)
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…