Dedup emails if I am assigned to the ticket as myself and in a group

1

If I am a member of GroupX and also assigned to the ticket as an individual user, I get duplicate emails.

Example:
Cc: user1
AdminCC: GroupX (which has user1 as a member)

Is there a way to have RT expand the To addresses and remove dups before sending an email out?

Thanks!

2

Hi,

The CC and AdminCC roles can have different templates and scrips (and do in our setup) so you may receive different information in the two emails.

You could create a new Action, or amend the existing Notify AdminCCs action, to check for a user in the CCs and abort the but it’s not something I’ve done.

I hope this provides some pointer towards achieving what you want.

S.