Is it standard for AdminCc watchers to get 2 emails every time a ticket is created?

We are seeing the Autoreply message and immediately a request was acted
upon (although it is hard to tell what was done, in the tcket history
they happen simultaneously.

TIA,
Steve

What Scrip is causing this to occur?

Regards,

*Aaron Guise
027 212 6638
aaron@guise.net.nzOn Thu, Mar 5, 2009 at 1:12 PM, Steve OBrien steve.obrien@hdesd.org wrote:

We are seeing the Autoreply message and immediately a request was acted
upon (although it is hard to tell what was done, in the tcket history
they happen simultaneously.

TIA,
Steve


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What Scrip is causing this to occur?
How can you tell?
Steve

What Scrip is causing this to occur?
How can you tell?
Steve

Steve, can you list your scrips, both global and for the queue in question?

Are your adminccs seeing this behavior for every single new ticket or just
ones they generate themselves?

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

Steve, can you list your scrips, both global and for the queue in question?

Are your adminccs seeing this behavior for every single new ticket or just
ones they generate themselves?
Every ticket and we are only doing global scrips. Here they are:
8 On Comment Notify AdminCcs as Comment TransactionCreate On Comment
Notify AdminCcs as Comment Admin Comment 9 On Comment Notify Other
Recipients as Comment TransactionCreate On Comment Notify Other
Recipients as Comment Correspondence 5 On Correspond Notify AdminCcs
TransactionCreate On Correspond Notify AdminCcs Admin Correspondence 7
On Correspond Notify Other Recipients TransactionCreate On Correspond
Notify Other Recipients Correspondence 6 On Correspond Notify Requestors
and Ccs TransactionCreate On Correspond Notify Requestors and Ccs
Correspondence 1 On Correspond Open Tickets TransactionCreate On
Correspond Open Tickets Blank 3 On Create Autoreply To Requestors
TransactionCreate On Create Autoreply To Requestors Autoreply - HDESD 4
On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcs
Transaction 2 On Owner Change Notify Owner TransactionCreate On Owner
Change Notify Owner Transaction 16 On Queue Change Notify AdminCc
TransactionCreate On Queue Change Notify AdminCcs Queue Change 10 On
Resolve Notify Requestors TransactionCreate On Resolve Notify Requestors
Resolved 18 On SLA System Inoperable Add Watchers TransactionCreate User
Defined User Defined Transaction 17 On SLA System Inoperable Notify
Admin Ccs TransactionCreate User Defined Notify AdminCcs Notify on
Escalation 11 On transaction, add any tags in the transaction’s subject
to the ticket’s subject TransactionCreate On Transaction Extract Subject
Tag Blank 13 [SLA] Set default service level if needed TransactionCreate
[SLA] Require default [SLA] Set default service level Blank 15 [SLA] Set
due date if needed TransactionCreate [SLA] Require Due set [SLA] Set due
date Blank 14 [SLA] Set starts date if needed TransactionCreate [SLA]
Require Starts set [SLA] Set starts date Blank

Steve, can you list your scrips, both global and for the queue in question?

Are your adminccs seeing this behavior for every single new ticket or just
ones they generate themselves?

Sorry about the last one I was trying to clean up the formatting when my
touchpad went berserk and sent the message.
We are only using Global scrips and here they are:

Description
Stage
Condition
Action
Template
8
On Comment
Notify
AdminCcs as
Comment
TransactionCreate
On Comment
Notify
AdminCcs as
Comment
Admin
Comment
9
On Comment
Notify Other
Recipients
as Comment
TransactionCreate
On Comment
Notify Other
Recipients
as Comment
Correspondence
5
On
Correspond
Notify
AdminCcs
TransactionCreate
On
Correspond
Notify
AdminCcs
Admin
Correspondence
7
On
Correspond
Notify Other
Recipients
TransactionCreate
On
Correspond
Notify Other
Recipients
Correspondence
6
On
Correspond
Notify
Requestors
and Ccs
TransactionCreate
On
Correspond
Notify
Requestors
and Ccs
Correspondence
1
On
Correspond
Open Tickets
TransactionCreate
On
Correspond
Open Tickets
Blank
3
On Create
Autoreply To
Requestors
TransactionCreate
On Create
Autoreply To
Requestors
Autoreply -
HDESD
4
On Create
Notify
AdminCcs
TransactionCreate
On Create
Notify
AdminCcs
Transaction
2
On Owner
Change
Notify Owner
TransactionCreate
On Owner
Change
Notify Owner
Transaction
16
On Queue
Change
Notify
AdminCc
TransactionCreate
On Queue
Change
Notify
AdminCcs
Queue Change
10
On Resolve
Notify
Requestors
TransactionCreate
On Resolve
Notify
Requestors
Resolved
18
On SLA
System
Inoperable
Add Watchers
TransactionCreate
User Defined
User Defined
Transaction
17
On SLA
System
Inoperable
Notify Admin
Ccs
TransactionCreate
User Defined
Notify
AdminCcs
Notify on
Escalation
11
On
transaction,
add any tags
in the
transaction’s subject to the ticket’s subject
TransactionCreate
On
Transaction
Extract
Subject Tag
Blank
13
[SLA] Set
default
service
level if
needed
TransactionCreate
[SLA]
Require
default
[SLA] Set
default
service
level
Blank
15
[SLA] Set
due date if
needed
TransactionCreate
[SLA]
Require Due
set
[SLA] Set
due date
Blank
14
[SLA] Set
starts date
if needed
TransactionCreate
[SLA]
Require
Starts set
[SLA] Set
starts date
Blank

       3

On Create
Autoreply To
Requestors
TransactionCreate
On Create
Autoreply To
Requestors
Autoreply - HDESD

On the face of it, Adminccs shouldn’t be getting the autoreply - I wonder
if there’s something in the “Autoreply - HDESD” template that is adding
adminccs to the recipient list?

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

On the face of it, Adminccs shouldn’t be getting the autoreply - I wonder
if there’s something in the “Autoreply - HDESD” template that is adding
adminccs to the recipient list?

Here is the Template for Autoreply -HDESD, it is really just a copy of
the Autoreply template with some additional info:
Greetings from the Helpdesk,

    This message has been automatically generated in response to the
    creation of a trouble ticket regarding:
    	"{$Ticket->Subject()}", 
    a summary of which appears below.
    
    There is no need to reply to this message right now.  Your
    ticket has been
    assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname}
    #{$Ticket->id()}].
    
    Please include the string:
    
             [{$Ticket->QueueObj->SubjectTag || $rtname}
    #{$Ticket->id}]
    
    in the subject line of all future correspondence about this
    issue. You may update this ticket or inquire about the status of
    this ticket by simply replying to this message.  You can also
    logon to a web user interface using your windows username
    (first.last) and windows password to view and update your ticket
    at:
    <URL:
    {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id}
    >
    
                            Thank you,
                            {$Ticket->QueueObj->CorrespondAddress()}
    
    {$Transaction->Content()}