AdminCC and requestor mailings

RT Users
1

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

2

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.

3

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

4

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