Issue with duplicate replies to Owner and AdminCC's

Greetings,

I’ve got some issues with my RT instance (3.6.6) that I can’t solve
after reading the Wiki. I am sure I missed the part containing the
answer, though.

Before I had a group of support personnel (A, B, C, D) that needed to be
apprised of everything that happened in the customer support queue. So
I went and made them all AdminCC’s on the queue, and that worked fine.

Howver, C and D are developers, and does not want to be bothered by
irrelevant tickets. So I kept A and B as queue AdminCC’s, but dropped C
and D, though they still have permissions on the queue to own tickets.
The permissions on the queue for the group A,B,C and D belong to is:

AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ModifyQueueWatchers
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc

So now C and D gets no notifications of new tickets, while A and B gets
all notifications of all tickets on the queue, which is exactly what was
wanted. However, last week one of the developers D complained that he’s
getting no replies to tickets he’s an owner of. Upon investigation I
found that emails are only being sent to the AdminCC’s, and not the
Owner of a ticket. To remedy this, I added a scrip to send a
notifcation to the owner on correspond or comment. This made D happy,
as he now gets all replies.

But A and B gets two replies if they are both AdminCC’s and Owners, once
from the mail-to-AdminCC scrip and once from the mail-to-Owner scrip.
If I remove one of the two roles from the Reply-To screen, both are
dropped, and if I add them back in, both roles are added back in.

How can I disable sending duplicates like this?

Thanks :slight_smile:

Braam van Heerden
Conversant Systems (Pty) Ltd
Tel: +27 11 782 2930
Cell: +27 82 336 4643
Skype: braamvh

Braam,

I would make sure the the personnel that are just "Developers" are in a 

group of their own, then grant that group the following rights:

"CommentOnTicket"
"CreateTicket"
"OwnTIcket"
"ReplyToTicket"
"SeeQueue"
"ShowTicket"
"ShowTicketComments"
"StealTicket"
"TakeTIcket"
"Watch"

This will allow anyone in that group thekind of rights you'd like for 

developers to have. Then, I would grant these rights to the Role “Owners”:

"DeleteTicket"	
"ModifyTicket"

By granting "ModifyTicket" to "Owners" only, you keep all other users 

from messing around with another persons tickets. If they need to make
comments or reply to email, you only grant them those rights.
Then, I’d modify your script for “Notify AdminCc on Whatever” to check
that the ticket owner is not in the AdminCc role for that queue. That
should take care of an ADminCc getting another email if they are also
the owner. Hope this helps.

Kenn
LBNLOn 9/1/2008 6:04 AM, Braam van Heerden wrote:

Greetings,

I’ve got some issues with my RT instance (3.6.6) that I can’t solve
after reading the Wiki. I am sure I missed the part containing the
answer, though.

Before I had a group of support personnel (A, B, C, D) that needed to be
apprised of everything that happened in the customer support queue. So
I went and made them all AdminCC’s on the queue, and that worked fine.

Howver, C and D are developers, and does not want to be bothered by
irrelevant tickets. So I kept A and B as queue AdminCC’s, but dropped C
and D, though they still have permissions on the queue to own tickets.
The permissions on the queue for the group A,B,C and D belong to is:

AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ModifyQueueWatchers
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc

So now C and D gets no notifications of new tickets, while A and B gets
all notifications of all tickets on the queue, which is exactly what was
wanted. However, last week one of the developers D complained that he’s
getting no replies to tickets he’s an owner of. Upon investigation I
found that emails are only being sent to the AdminCC’s, and not the
Owner of a ticket. To remedy this, I added a scrip to send a
notifcation to the owner on correspond or comment. This made D happy,
as he now gets all replies.

But A and B gets two replies if they are both AdminCC’s and Owners, once
from the mail-to-AdminCC scrip and once from the mail-to-Owner scrip.
If I remove one of the two roles from the Reply-To screen, both are
dropped, and if I add them back in, both roles are added back in.

How can I disable sending duplicates like this?

Thanks :slight_smile:

Braam van Heerden
Conversant Systems (Pty) Ltd
Tel: +27 11 782 2930
Cell: +27 82 336 4643
Skype: braamvh


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