Most of our techs are in the field and may only have email access to RT. I've added them as AdminCCs, but when a new ticket notification gets sent out and replied to, it gets added as correspondence (i.e. the Requestor sees it) not comments. Since we don't have a dispatcher, there's bound to be alot of ticket chatter while we figure out who's taking what ticket, etc. I'm ok with this staying as comments, but definitely do not want the Requestor to see this. Not sure how best to solve this dilemma as we also want to be able to send correspondence via email too. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
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