Redmine

Hi, I am a relatively new user of Redmine.

We are using Redmine to field support requests from the general public. It is currently configured to receive email, to the "question" tracker, in the general" category.

A dispatcher receives the email and changes the "assignee" and replies to the system. The issue author gets copies of all the changes.

This latter statement is the problem.

How can we have internal discussion, via email to the redmine system which is not copied to the originator.

Example:

External: mail->redmine "I need data for 2008"
Dispatcher: mail<-Redmine "[102] I need data, assignee: dispatcher
Dispatcher: mail->Redmine "[102] I need data, assignee: internal-worker should not be sent to author.

Can anyone suggest how to implement this or similar logic?

I had considered creating a new issue "related to" the original external issue, but it is my understanding that this can only be done in the web GUI, not by email.

We do not want to allow access to the web gui to all dispatcher staff.

Any help would be great!

Thanks,
Bob