How to suppress copy of requestor reply going back to requestor?

RT Users
1

Hi,

I’m using the scrip

“On Correspond Notify Requestors and Ccs with template Correspondence”

in order to have replies/correspondence from the owner (or other admins)
to be send to the requestor.
However, if the requestor replies, he gets a copy of his reply from
RT which confuses some requestors.

How can I prevent, i.e., suppress that the requestors receives such
a copy for his own replies/correspondence? I only want the requestor
to receive correspondence if it was added by the owner of the
ticket (or by any other admin via the web interface).

ciao…
Lars Eilebrecht
lars@eilebrecht.net

2

How can I prevent, i.e., suppress that the requestors receives such
a copy for his own replies/correspondence?

rt3/etc/RT_Config.pm

By default, RT doesn’t notify the person who performs an update, as they

already know what they’ve done. If you’d like to change this behaviour,

Set $NotifyActor to 1

Set($NotifyActor, 0);

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
“Refigerator theory - You can only prove that the light is on. You
can’t prove that the light is off.”

3

According to Russell:

By default, RT doesn’t notify the person who performs an update, as they

already know what they’ve done. If you’d like to change this behaviour,

Set $NotifyActor to 1

Set($NotifyActor, 0);

Well, this works, but also results in the owner of a ticket not
receiving correspondence added by himself.

What I’m trying to configure is this:

  • on correspond from requestor → notify ticket owner
  • on correspond from owner (or other admin) → notify ticket owner
    and requestor

I added the script “On Transaction Notify Owner with template Transaction”,
but that doesn’t seem to help if $NotifyActor is disabled.

ciao…
Lars Eilebrecht
lars@eilebrecht.net

4

According to Russell:

What I’m trying to configure is this:

  • on correspond from requestor → notify ticket owner
  • on correspond from owner (or other admin) → notify ticket
    owner and requestor

I don’t believe the existing scrip handling allows this. Before
sending an email, it checks whether the recipient and the actor
are the same, and if so, drops the email unless $NotifyActor was
set.

You’d need to hack the code to check whether the actor is
also the owner, and if so, don’t drop the email. I did this in
the distant past, but no longer have the code to hand. Note: It’s
been some time since I’ve look at RT’s internals, this may all be
wrong these days.

-fr.

Feargal Reilly, Chief Techie, FBI.
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