BCC emails on Comment

RT Users
1

Hi RT Community,

I need a clarification with regards to BCC emails. I am using RT 3.8.8 on
CentOS 5.5, mysql, postfix

When adding comments on tickets and using the Update Ticket button, it sends
to those on CC for the queue under which the ticket belongs to, as well as
the Originator, as BCC mail.

I want only Administrative CC [or better still, the Owner] to receive email
on this updated ticket. Those in CC for a particular queue are in other
departments [read external], and these emails go to them in BCC. Want to
stop this. Do I change using templates or Scrips.

If its on Scrips, I changed On Comment Notify Other Recipeints to below, but
its still not working. Please help

Regards,

Gregory

2

What are your other scips? This shouldn’t notify your queue cc’s.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gregory
Okoth
Sent: Wednesday, March 02, 2011 4:32 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] BCC emails on Comment

Hi RT Community,

I need a clarification with regards to BCC emails. I am using RT 3.8.8
on CentOS 5.5, mysql, postfix

When adding comments on tickets and using the Update Ticket button, it
sends to those on CC for the queue under which the ticket belongs to, as
well as the Originator, as BCC mail.

I want only Administrative CC [or better still, the Owner] to receive
email on this updated ticket. Those in CC for a particular queue are in
other departments [read external], and these emails go to them in BCC.
Want to stop this. Do I change using templates or Scrips.

If its on Scrips, I changed On Comment Notify Other Recipeints to below,
but its still not working. Please help

Regards,

Gregory

3

I guess I am using the system default scrips because I have not created any
myself. What I think is affecting is

  1.  On Comment Notify Owner

Condition: On Comment

Action: Notify Owner

Template: Global template: Correspondence

Stage: TransactionBtach

  1.  On Comment Notify AdminCcs as Comment

Condition: On Comment

Action: AdminCcs as Comment

Template: Global template: Admin Comment

Stage: TransactionCreate

Please help me with an insight into resolving it. The same is still
happening when I update a ticket through mail

Regards,

Gregory OkothFrom: Bernard McCormack [mailto:bmccormack@nextjump.com]
Sent: Wednesday, March 02, 2011 1:38 PM
To: Gregory Okoth; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] BCC emails on Comment

What are your other scips? This shouldn’t notify your queue cc’s.

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gregory Okoth
Sent: Wednesday, March 02, 2011 4:32 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] BCC emails on Comment

Hi RT Community,

I need a clarification with regards to BCC emails. I am using RT 3.8.8 on
CentOS 5.5, mysql, postfix

When adding comments on tickets and using the Update Ticket button, it sends
to those on CC for the queue under which the ticket belongs to, as well as
the Originator, as BCC mail.

I want only Administrative CC [or better still, the Owner] to receive email
on this updated ticket. Those in CC for a particular queue are in other
departments [read external], and these emails go to them in BCC. Want to
stop this. Do I change using templates or Scrips.

If its on Scrips, I changed On Comment Notify Other Recipeints to below, but
its still not working. Please help

Regards,

Gregory

4

Opps, forgot to change the TO to RT.On Thu, Mar 3, 2011 at 9:25 AM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Gregory,

If scrip #2 creates a comment, then it might also trigger scrip #1 because
scrip #1 is triggered by a comment and it is in stage TransactionBatch. Try
changing the action in scrip #2 to Notify AdminCc or just drop it if the
AdminCc doesn’t want a notification. Any comment will still be in history if
they want to see it.

Just a thought.

Kenn
LBNL

On Thu, Mar 3, 2011 at 4:54 AM, Gregory Okoth gregory@accesskenya.comwrote:

I guess I am using the system default scrips because I have not created
any myself. What I think is affecting is

  1.  On Comment Notify Owner

Condition: On Comment

Action: Notify Owner

Template: Global template: Correspondence

Stage: TransactionBtach

  1.  On Comment Notify AdminCcs as Comment

Condition: On Comment

Action: AdminCcs as Comment

Template: Global template: Admin Comment

Stage: TransactionCreate

Please help me with an insight into resolving it. The same is still
happening when I update a ticket through mail

Regards,

Gregory Okoth

From: Bernard McCormack [mailto:bmccormack@nextjump.com]
Sent: Wednesday, March 02, 2011 1:38 PM
To: Gregory Okoth; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] BCC emails on Comment

What are your other scips? This shouldn’t notify your queue cc’s.

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Gregory Okoth
Sent: Wednesday, March 02, 2011 4:32 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] BCC emails on Comment

Hi RT Community,

I need a clarification with regards to BCC emails. I am using RT 3.8.8 on
CentOS 5.5, mysql, postfix

When adding comments on tickets and using the Update Ticket button, it
sends to those on CC for the queue under which the ticket belongs to, as
well as the Originator, as BCC mail.

I want only Administrative CC [or better still, the Owner] to receive
email on this updated ticket. Those in CC for a particular queue are in
other departments [read external], and these emails go to them in BCC.
Want to stop this. Do I change using templates or Scrips.

If its on Scrips, I changed On Comment Notify Other Recipeints to
below, but its still not working. Please help

Regards,

Gregory

5

Hi,

What you’re describing is something you configured. It may be a global
scrip, it may be a queue specific scrip or it may be a hack in a template.

Email people recieve and that recorded in ticket’s history has MessageId
header field that contains scrip id that generated notification. Decypher
it, find scrip and probably you’ll get your answer.On Wed, Mar 2, 2011 at 12:32 PM, Gregory Okoth gregory@accesskenya.comwrote:

Hi RT Community,

I need a clarification with regards to BCC emails. I am using RT 3.8.8 on
CentOS 5.5, mysql, postfix

When adding comments on tickets and using the Update Ticket button, it
sends to those on CC for the queue under which the ticket belongs to, as
well as the Originator, as BCC mail.

I want only Administrative CC [or better still, the Owner] to receive
email on this updated ticket. Those in CC for a particular queue are in
other departments [read external], and these emails go to them in BCC.
Want to stop this. Do I change using templates or Scrips.

If its on Scrips, I changed On Comment Notify Other Recipeints to below,
but its still not working. Please help

Regards,

Gregory

Best regards, Ruslan.