Dont't send requestors replies to themselves

RT Users
1

Hi,

I’m running RT 3.4.2 and I’d like to change the way replies are
handled. When the requestor replies to a message by the owner of
the ticket, he gets back his own message because of this global
scrip (or so I believe):

On Correspond, Notify Requestors and Ccs with Global Template:
Correspondence

I’d like the requestor not to get back his own messages. I don’t
think I can just delete this scrip because then he won’t get any
reply from the ticket owner.

Is there a way to distinguish, in a scrip, messages sent by the
requestor (or CC) from messages sent by an AdminCC?

In the end, I’d like:

  • AdminCCs to get all messages, messages from the ticket owner,
    other AdminCCs, messages from the requestor, messages from the
    CCs

  • the requestor and CCs to get only messages from the ticket
    owner, AdminCCs ans CCs.

I’ve searched the Wiki documentation but found nothing that could
help. Any idea?

Marc Baudoin | Institut Pasteur
babafou@pasteur.fr | P�le informatique - syst�mes et r�seau

2

Marc Baudoin babafou@pasteur.fr �crit :

I’m running RT 3.4.2 and I’d like to change the way replies are
handled. When the requestor replies to a message by the owner of
the ticket, he gets back his own message because of this global
scrip (or so I believe):

On Correspond, Notify Requestors and Ccs with Global Template:
Correspondence

In fact it’s because I set the $NotifyActor to 1 (so that the
AdminCCs get their own messages but that makes also requestors
get their own messages).

Now with $NotifyActor to 0 (which is the default), requestors
don’t get their own messages. Neither do the AdminCCs (which is
not what I want, I believe I’ll have to hack Notify.pm…).

Thanks to Rick Russell hor his help.

Marc Baudoin | Institut Pasteur
babafou@pasteur.fr | P�le informatique - syst�mes et r�seau