I’ve activated $ParseNewMessageForTicketCcs and generally everything is
working perfectly. There is however one case where individuals are
getting correcpondance in double.
Here is an example:
Someone opens a ticket in RT by sending a mail:From: firstname.lastname@example.org
email@example.com is added as a Watcher by RT. Ok so far.
Now suppose firstname.lastname@example.org replies to a mail sent by RT and adds
email@example.com as a Cc: in the mail.
Then firstname.lastname@example.org gets a copy of the mail directly from
email@example.com and another copy of the mail from RT.
It seems many users do not “trust” RT to notify the CCs and insist on
adding them again in every correspondance.
Is there any way to prevent this?