We have an email address on our domain set-up to foward to our GoToAssist Service Desk service to create incidents. We did this to help with our transaction to GTASD. Our user's are accustomed to email IT@ourdomain.com for support. Now IT@ourdomain.com forwards to email@example.com and an incident is created. This works great most of the time.
In some cases when some sends an email and CC's firstname.lastname@example.org, it creates an email loop. IT@ourdomain.com is added to the watchlist of the incident. GoToAssist updates the ticket and sends an update to the watchlisted users including email@example.com which creates another update and then another and another.
So, the question is, is there a way to create a trigger to remove firstname.lastname@example.org from the watchlisted users? Or is there another configuration option that I am missing?