AdminCC and requestor mailings

Hello.

I’m using group for AdminCC the queue. Eventually, member of AdminCC
created ticket, so he became requester. When owner of ticket reply him,
requestor receives duplicate email notification: one for requestor, and
the same for AdminCC. Is there any way to get rid of duplicate emails?

RT4.

Regards, Vitaly Tskhovrebov
Senior System Administrator
U.S. +1 (206) 905-9939
Russia +7 911 094-2035

Hi,

As long as template and condition for notification scrips match then
it’s recommended
to join them into one scrip. For example “On C notify X with template T” and
"On C notify Y with template T" get joined into “On C notify X and Y
with template T”.On Sat, Jun 18, 2011 at 10:05 AM, Vitaly Tskhovrebov vt@chgk.info wrote:

Hello.

I’m using group for AdminCC the queue. Eventually, member of AdminCC created
ticket, so he became requester. When owner of ticket reply him, requestor
receives duplicate email notification: one for requestor, and the same for
AdminCC. Is there any way to get rid of duplicate emails?

RT4.


Regards, Vitaly Tskhovrebov
Senior System Administrator
U.S. +1 (206) 905-9939
Russia +7 911 094-2035


2011 Training: http://bestpractical.com/services/training.html

Best regards, Ruslan.

Vitaly,

Sorry for the typo. This is the code we use:

Condition: User Defined
Action: Notify AdminCcs
Template: Global template: Admin Correspond
Stage: TransactionBatch

Custom Condition Code:

Set initial values

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $queue = $ticket->QueueObj;
my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId;

Get out now if the requestor or owner is an AdminCc

if ($queue->AdminCc->HasMember($requestor))
{
return 0;
}

Get out now if the transaction is NOT a “Correspond”

return ($trans->Type eq “Correspond”);

return 0;

Hope this helps.

Kenn
LBNLOn Mon, Jun 20, 2011 at 9:33 AM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Vitaly,

I believe you are referring to duplicate emails when the Requesdtor is also
an AdminCc. Yes, I ran into that problem myself and just modifed the scrip
to ignore those cases. The code is below:

Condition: User Defined
Action: Notify AdminCcs
Template: Global template: Admin Correspond
Stage: TransactionBatch

Custom Condition Code

Set initial values

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $queue = $ticket->QueueObj;
my $qname = substr($queue->Name, 0, 3);
my $owner = $ticket->OwnerObj->PrincipalId;
my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId;

Get out now if the requestor or owner is an AdminCc

if ($queue->AdminCc->HasMember($requestor))
{
return 0;
}

Get out now if the transaction is NOT a “Correspond”

return 0 unless ($trans->Type eq “Correspond”);

Hope this helps.

Kenn
LBNL

return 0;

On Fri, Jun 17, 2011 at 11:05 PM, Vitaly Tskhovrebov vt@chgk.info wrote:

Hello.

I’m using group for AdminCC the queue. Eventually, member of AdminCC
created ticket, so he became requester. When owner of ticket reply him,
requestor receives duplicate email notification: one for requestor, and the
same for AdminCC. Is there any way to get rid of duplicate emails?

RT4.


Regards, Vitaly Tskhovrebov
Senior System Administrator
U.S. +1 (206) 905-9939
Russia +7 911 094-2035


2011 Training: http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html

Thank you very much! I salute you, sir.On 6/20/2011 8:40 PM, Kenneth Crocker wrote:

Sorry for the typo. This is the code we use:

Regards, Vitaly Tskhovrebov
Senior System Administrator
U.S. +1 (206) 905-9939
Russia +7 911 094-2035