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

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

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?



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.