How do I determine why I am getting two emails from every correspondence to ticket?
I am the owner and listed as a member of the group.
Is there a way to see in RT’s outgoing email which scrip is being applied?
These are the scrips we have, they are all enabled:
1
On Comment Notify AdminCcs as Comment
On Comment
Notify AdminCcs as Comment
Admin Comment in HTML
Enabled
2
On Comment Notify Other Recipients as Comment
On Comment
Notify Other Recipients as Comment
Correspondence in HTML
Enabled
3
On Correspond Notify AdminCcs
On Correspond
Notify AdminCcs
Admin Correspondence in HTML
Enabled
4
On Correspond Notify Other Recipients
On Correspond
Notify Other Recipients
Correspondence in HTML
Enabled
5
On Correspond Notify Requestors and Ccs
On Correspond
Notify Requestors and Ccs
Correspondence in HTML
Enabled
6
On Correspond Open Inactive Tickets
On Correspond
Open Inactive Tickets
Blank
Enabled
7
On Create Autoreply To Requestors
On Create
Autoreply To Requestors
Autoreply in HTML
Enabled
9
On Create Notify Ccs
On Create
Notify Ccs
Correspondence in HTML
Enabled
10
On Create Notify Other Recipients
On Create
Notify Other Recipients
Correspondence in HTML
Enabled
8
On Create Notify Owners and AdminCcs
On Create
Notify Owner and AdminCcs
Transaction in HTML
Enabled
15
On Forward Ticket Send forwarded message
On Forward Ticket
Send Forward
Forward Ticket
Enabled
14
On Forward Transaction Send forwarded message
On Forward Transaction
Send Forward
Forward
Enabled
11
On Owner Change Notify Owner
On Owner Change
Notify Owner
Transaction in HTML
Enabled
12
On Resolve Notify Requestors
On Resolve
Notify Requestors
Resolved in HTML
Enabled
13
On transaction, add any tags in the transaction’s subject to the ticket’s subject
Do you have the SimplifiedRecipients config set to true? If not you should be able to go to the update (reply) page and preview which scrips are going to send email and to who under the " Scrips and Recipients " section ( Under the content input text editor )
No, it is only me (I think because I am the owner?) that gets two emails everytime someone emails a response to a tciket. Can I tell what scrips are being triggered by looking at:
In-Reply-To: <rt-4.4.4-24756-1600270437-282.7090-3-0
and
In-Reply-To: <rt-4.4.4-24708-1600269355-340.7090-8-0
In the 2 different email headers?
Is this telling me it is scrip 3 and 8?
Since the default template with the URL is for AdminCc users and most likely Owner ( I am not sure off the top of my head ) and the template without the URL is the default reply template for non admin watchers on a ticket