I started messing with Scrips so i can get email notifications when
new tickets are created, and the owner has changed.
First i have no idea how to get it to send me an email when there is
a new ticket in say my “IT” queue.
Second, when i have an owner change it sends out two emails, what
could cause that?
thanks in advance!
-J
Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: jj@imagemicro.com
JJ Asghar wrote:
Second, when i have an owner change it sends out two emails, what could
cause that?
Perhaps this is the same scrip defined twice, once globally and once
for the specific queue??
Best,
Koen
JJ Asghar wrote:
Second, when i have an owner change it sends out two emails, what
could
cause that?Perhaps this is the same scrip defined twice, once globally and once
for the specific queue??
I looked into it… i dont think so, it’s config-global-scrip correct?
At Wednesday 3/28/2007 12:43 PM, JJ Asghar wrote:>On Mar 28, 2007, at 11:13 AM, Koen Martens wrote:
JJ Asghar wrote:
Second, when i have an owner change it sends out two emails, what could
cause that?Perhaps this is the same scrip defined twice, once globally and once
for the specific queue??I looked into it… i dont think so, it’s config-global-scrip correct?
Can you post the list of Global scrips and the list of scrips for the
queue you’re working with?
Steve
JJ,
There are a couple reasons why this might happen. One, if the same
person is both requestor & owner and the scrip action notifies both.
Another is that the person getting two E_mails is also in a watcher
group and the script also notifies watchers. Look at the userId getting
two E_mails and see if that person is in several roles or groups
identified to get notifications. Hope this helps.
Kenn
LBNL
JJ Asghar wrote:
At Wednesday 3/28/2007 12:43 PM, JJ Asghar wrote:
JJ Asghar wrote:
Second, when i have an owner change it sends out two emails,
what could
cause that?Perhaps this is the same scrip defined twice, once globally and once
for the specific queue??I looked into it… i dont think so, it’s config-global-scrip
correct?Can you post the list of Global scrips and the list of scrips for
the queue you’re working with?
my global —
(Check box to delete)
(no value)
On Correspond Open Tickets with template Blank
(no value)
On Owner Change Notify Owner with template Transaction
(no value)
On Create Autoreply To Requestors with template Autoreply
(no value)
On Create Notify AdminCcs with template Transaction
(no value)
On Correspond Notify AdminCcs with template Admin Correspondence
(no value)
On Correspond Notify Requestors and Ccs with template Correspondence
(no value)
On Correspond Notify Other Recipients with template Correspondence
(no value)
On Comment Notify AdminCcs as Comment with template Admin Comment
(no value)
On Comment Notify Other Recipients as Comment with template
Correspondence
(no value)
On Resolve Notify Requestors with template Resolved
my specific queue ----
* (Scrip #1)
On Correspond Open Tickets with template Blank
* (Scrip #2)
On Owner Change Notify Owner with template Transaction
* (Scrip #3)
On Create Autoreply To Requestors with template Autoreply
* (Scrip #4)
On Create Notify AdminCcs with template Transaction
* (Scrip #5)
On Correspond Notify AdminCcs with template Admin Correspondence
* (Scrip #6)
On Correspond Notify Requestors and Ccs with template
Correspondence
* (Scrip #7)
On Correspond Notify Other Recipients with template
Correspondence
* (Scrip #8)
On Comment Notify AdminCcs as Comment with template Admin Comment
* (Scrip #9)
On Comment Notify Other Recipients as Comment with template
Correspondence
* (Scrip #10)
On Resolve Notify Requestors with template Resolved
Current Scrips
(Check box to delete)
Notify Owner
On Owner Change Notify Owner with template Transaction
honestly all this is still german to me… any help would be great!
I do get the email… but 2x can get annoying :D.
-J
JJ,
It looks like you have the same scrips for both Global and per Queue.
That is not necessary unless you want the Queue version to act
differently. If so, you name it the same and have different actions or
templates, etc. specified. Global means exactly that, ALL Queues will
use it. If you are getting duplicate notifications, I’d also check that
the UserID’s are not in two or more specific groups or roles named as
recipients for those notifications.
Kenn
LBNL
JJ Asghar wrote: