Reverse SquelchMailTo -- cc's hard-coded somewhere?

Hi,

I’m running RT 3.4.5. I inherited it and had never worked with it
before, and I don’t know the extent to which it has been customized.
I’ve searched the wiki and list archives, but can’t find my issue
mentioned.

Basically, people are being cc’d on tickets when they shouldn’t be.

In our configuration, the default for the “squelched” addresses on a
ticket is ON; in other words, you have to check the box if you don’t
want email sent to that address. Which is fine, but for some tickets,
addresses appear in that list in the UI, even though they are not
requestors, owners, admincc’s, or cc’s on the ticket. In the db, I see
the SquelchMailTo Attribute records for those addresses on that ticket,
but I can’t discover where they come from or how they’re created.

It seems to correlate to particular queues, but I can’t figure out how
or where.

Thanks for any insight,

Michael Blakley

Technical Support Manager

Yesmail, Inc.

http://www.yesmail.com/

Michael Blakley
Technical Support Manager
Yesmail, Inc. An infoUSA Company (NASDAQ: IUSA)

503-419-0617 Phone
503-896-6720 Mobile
503-241-4185 Fax
mblakley@yesmail.com mailto:mannyj@yesmail.com Email

www.yesmail.com http://www.yesmail.com Web

309 SW Sixth Avenue, Suite 900
Portland, OR 97204-1765

address. Which is fine, but for some tickets, addresses appear in that list in the
UI, even though they are not requestors, owners, admincc’s, or cc’s on the ticket.
In the db, I see the SquelchMailTo Attribute records for those addresses on that
ticket, but I can’t discover where they come from or how they’re created.
Check Configuration > Queues > ___ > Watchers (or something like that)?

Cambridge Energy Alliance: Save money. Save the planet.

That’s what I needed. Thanks, Jerrad!

mb-----Original Message-----
From: Jerrad Pierce [mailto:jpierce@cambridgeenergyalliance.org]
Sent: Monday, October 26, 2009 9:34 AM
To: Blakley, Michael
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reverse SquelchMailTo – cc’s hard-coded somewhere?

address. Which is fine, but for some tickets, addresses appear in that list in the
UI, even though they are not requestors, owners, admincc’s, or cc’s on the ticket.
In the db, I see the SquelchMailTo Attribute records for those addresses on that
ticket, but I can’t discover where they come from or how they’re created.
Check Configuration > Queues > ___ > Watchers (or something like that)?

Cambridge Energy Alliance: Save money. Save the planet.