Greetings RT folk.
I’m having problems with duplicate emails being sent by RT. I’ve
consulted the list archives, and although there were some solutions
posted, none of them seem to apply to my case.
You’ve been very helpful with previous questions, so I thought I’d
throw this one out.
I am an admincc watcher on a queue.
If I create a ticket in that queue by emailing to the public queue
address, then a ticket is successfully created (there is no autoreply
on this queue).
A second AdminCC on that queue replies (correspondence) to the ticket
(either through the web interface or by email), and the correspondence
is logged in RT. The problem is that I get TWO identical copies of his
reply via email. Not one.
If the second AdminCC comments (not corresponds) on the ticket, I only
get one email copy of the comment.
If I set myself as the owner of the ticket, I get three copies of
correspondence email from the other AdminCC, rather than just two.
Now, previous posters on the list had problems with their scrips, but
mine seem to match previous advice. In fact, I’ve further simplified
them by removing the OtherRecipients since we’re not using Cc and Bcc
on this queue anyway. I have three scrips:
- OnCreate NotifyAdminCcs with template Transaction
- OnCorrespond NotifyAllWatchers with template Correspondence
- OnComment NotifyAdminCcsAsComment with template AdminComment
(these are global scrips, with no per-queue scrips defined)
My theory is that RT is generating email to me as the requestor, and
also to me as an AdminCC, which explains why I only get the duplicates
with correspondence. (If I’m the owner I get a third message from
correspondence.)
Now, I’m running qmail here, and I’ve looked at the qmail logfile, and
it’s revealing. It lists one message being generated by rt, but
delivering that message to me two or three times.
As I recall from my (bad old) sendmail days, sendmail will
automatically remove duplicate email addresses in To, CC and Bcc lines
when doing local deliveries. I believe this is a sendmail feature
which isn’t shared by qmail.
Is it possible that RT is depending on this sendmail feature to prevent
multiple deliveries? Are other qmail users out there seeing the same
thing? Am I just crazy and I’ve misconfigured something?
Thanks!
Colin