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