i’m playing with RT and i opened a ticket. from the web interface,
after "Display"ing the ticket i am now "Reply"ing. seems to work fine,
with the EXCEPTION that i cannot add additional email CC:, Queue CC:, or
Admin CC:. if i remember correctly, you could do this in RT1. the
fields are grayed out… apparently there is no field text box to even
type email addresses.
well if i’m the guy that fields this ticket, and i need to pass the
ticket along to someone that is OUTSIDE of the RT system, then i might
want to reply to the ticket, and include him in that reply. i would
also NOT WANT the Requestor of the ticket to see his email account.