suppress automatic notification of agent about mail from that same agent

Susan Dittmar <[email protected]>
Newsgroups gmane.comp.otrs.user
Message-ID <[email protected]>
Hi,

some of my collegues (OTRS agents) prefer to work on tickets using their
prefered mail client instead of the OTRS framework. When doing so, they
send a carbon copy to the otrs mail address. Thus their reply is added
to the ticket history.

OTRS sees this mail (the CC) as an external mail (which it is).
Consequently it notifies any involved agent about this incoming external
mail.

For truely external mails, this notification is exactly what the
collegues want.

Is it possible to ask OTRS to suppress the notification in case the
sender of the external mail and the recipient of the notification are
identical?

Thanks for any hints,

Julius
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