Notifying Owners and AdminCcs without duplication

I am fielding user complaints about the same issue described here:

http://marc.theaimsgroup.com/?l=rt-users&m=108981445015303&w=2

Looking through the archives, there was no response to Brett’s query at
the time. Can anyone advise if there is a solution to this issue?

  • Julian

– Julian C. Dunn, B.A.Sc, P.Eng. Julian_Dunn@cbc.ca
– Platform Administrator, CBC.ca Production & Operations
– Office: 2C310-Q * Tel.: (416) 205-3311 x5592

I am fielding user complaints about the same issue described here:

http://marc.theaimsgroup.com/?l=rt-users&m=108981445015303&w=2

Looking through the archives, there was no response to Brett’s query at
the time. Can anyone advise if there is a solution to this issue?

Not sure why your searches didn’t pull up the answer, but at the end of
the above message he ponders a “notify Owner and AdminCC” scrip, which
is exactly the right solution:

insert into
scripactions(name,description,execmodule,argument,creator,created,lastup
datedby,lastupdated) values (‘Notify Owner and AdminCc’,‘Sends mail to
owner and AdminCCs’,‘Notify’,‘Owner,AdminCc’,1,now(),1,now());

insert into
scripactions(name,description,execmodule,argument,creator,created,lastup
datedby,lastupdated) values (‘Notify Owner and AdminCc as
Comment’,‘Sends mail to owner and AdminCCs as
comment’,‘NotifyAsComment’, ‘Owner,AdminCc’,1,now(),1,now());

Then adjust your queue to run one of these scrips instead of the two
individual scrips.

Vivek Khera, Ph.D.
+1-301-869-4449 x806

smime.p7s (2.42 KB)

1 Like

I am fielding user complaints about the same issue described here:

http://marc.theaimsgroup.com/?l=rt-users&m=108981445015303&w=2

Looking through the archives, there was no response to Brett’s query at
the time. Can anyone advise if there is a solution to this issue?

Not sure why your searches didn’t pull up the answer, but at the end of
the above message he ponders a “notify Owner and AdminCC” scrip, which
is exactly the right solution:

insert into
scripactions(name,description,execmodule,argument,creator,created,lastup
datedby,lastupdated) values (‘Notify Owner and AdminCc’,‘Sends mail to
owner and AdminCCs’,‘Notify’,‘Owner,AdminCc’,1,now(),1,now());

insert into
scripactions(name,description,execmodule,argument,creator,created,lastup
datedby,lastupdated) values (‘Notify Owner and AdminCc as
Comment’,‘Sends mail to owner and AdminCCs as
comment’,‘NotifyAsComment’, ‘Owner,AdminCc’,1,now(),1,now());

Then adjust your queue to run one of these scrips instead of the two
individual scrips.

Vivek Khera, Ph.D.
+1-301-869-4449 x806

smime.p7s (2.42 KB)

This is exactly what I thought I would need to do to solve this problem
today when I ran into the same thing. I had already done something similar
for a different scripaction so I was familiar with modifying the database.
However, it isn’t reducing the duplicate emails. I still receive two emails.
Looking at the sent email record, it is sending it to me in the To and Bcc
fields.

My scripactions tables looks like:

mysql> select id,name,description,execmodule,argument from ScripActions;
| id | name | description | execmodule | argument |
| 1 | Autoreply To Requestors | Always sends a message to the requestors
independent of message sender | Autoreply | Requestor |
| 2 | Notify Requestors | Sends a message to the requestors | Notify |
Requestor |
| 3 | Notify Owner as Comment | Sends mail to the owner | NotifyAsComment |
Owner |
| 4 | Notify Owner | Sends mail to the owner | Notify | Owner |
| 5 | Notify Ccs as Comment | Sends mail to the Ccs as a comment |
NotifyAsComment | Cc |
| 6 | Notify Ccs | Sends mail to the Ccs | Notify | Cc |
| 7 | Notify AdminCcs as Comment | Sends mail to the administrative Ccs as a
comment | NotifyAsComment | AdminCc |
| 8 | Notify AdminCcs | Sends mail to the administrative Ccs | Notify |
AdminCc |
| 9 | Notify Requestors and Ccs as Comment | Send mail to requestors and Ccs
as a comment | NotifyAsComment | Requestor,Cc |
| 10 | Notify Requestors and Ccs | Send mail to requestors and Ccs | Notify
| Requestor,Cc |
| 11 | Notify Requestors, Ccs and AdminCcs as Comment | Send mail to all
watchers as a “comment” | NotifyAsComment | All |
| 12 | Notify Requestors, Ccs and AdminCcs | Send mail to all watchers |
Notify | All |
| 13 | Notify Other Recipients as Comment | Sends mail to explicitly listed
Ccs and Bccs | NotifyAsComment | OtherRecipients |
| 14 | Notify Other Recipients | Sends mail to explicitly listed Ccs and
Bccs | Notify | OtherRecipients |
| 15 | User Defined | Perform a user-defined action | UserDefined | NULL |
| 16 | Create Tickets | Create new tickets based on this scrip’s template |
CreateTickets | NULL |
| 17 | Open Tickets | Open tickets on correspondence | AutoOpen | NULL |
| 18 | Notify AdminCCs and Owners | Sends mail to the administrative Ccs and
Owners | Notify | Owner,AdminCc |

My scrips are:

On Correspond Open Tickets with template Blank
On Owner Change Notify Owner with template Transaction
On Create External Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Transaction
*On Correspond Notify AdminCCs and Owners with template Admin Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Comment Notify Other Recipients as Comment with template Correspondence
On Resolve with template
On Create Internal Notify Requestors and Ccs with template Correspondence
On Correspond User Defined with template Correspondence
On Correspond User Defined with template Blank
On Correspond Notify Requestors and Ccs with template Correspondence

  • The relevant scrip.

I’ve looked this over multiple times and don’t see anywhere that the scrip
is being duplicated. As far as I can tell, the action to notify AdminCcs and
Owners isn’t removing the duplicate email addresses.

Looking at the ticket, I only see a single email transaction being sent out
which makes me believe this isn’t a duplication issue. The email shows
headers like:

RT-Originator: jason@other-domain.tld
Bcc: jason@domain.tld

We are running RT v.3.4.2.

Any thoughts on why the email is being duplicated?

Thank You,

JasonOn 4/15/05, Vivek Khera vivek@khera.org wrote:

Not sure why your searches didn’t pull up the answer, but at the end of
the above message he ponders a “notify Owner and AdminCC” scrip, which
is exactly the right solution:

insert into
scripactions(name,description,execmodule,argument,creator,created,lastup
datedby,lastupdated) values (‘Notify Owner and AdminCc’,‘Sends mail to
owner and AdminCCs’,‘Notify’,‘Owner,AdminCc’,1,now(),1,now());

insert into
scripactions(name,description,execmodule,argument,creator,created,lastup
datedby,lastupdated) values (‘Notify Owner and AdminCc as
Comment’,‘Sends mail to owner and AdminCCs as
comment’,‘NotifyAsComment’, ‘Owner,AdminCc’,1,now(),1,now());

I think I made the fatal mistake of emailing this right before a holiday. At
the risk of annoying everyone, I thought I might resend it to see if anyone
had insights into why making these changes hasn’t eliminated the duplicate
emails. Thanks in advance for any help you can provide.

-JasonOn 9/2/05, Jason Grigsby jason.grigsby@gmail.com wrote:

This is exactly what I thought I would need to do to solve this problem
today when I ran into the same thing. I had already done something similar
for a different scripaction so I was familiar with modifying the database.
However, it isn’t reducing the duplicate emails. I still receive two emails.
Looking at the sent email record, it is sending it to me in the To and Bcc
fields.

My scripactions tables looks like:

mysql> select id,name,description,execmodule,argument from ScripActions;

±—±-----------------------------------------------±-----------------------------------------------------------------------±----------------±----------------+
| id | name | description | execmodule | argument |

±—±-----------------------------------------------±-----------------------------------------------------------------------±----------------±----------------+
| 1 | Autoreply To Requestors | Always sends a message to the requestors
independent of message sender | Autoreply | Requestor |
| 2 | Notify Requestors | Sends a message to the requestors | Notify |
Requestor |
| 3 | Notify Owner as Comment | Sends mail to the owner | NotifyAsComment
| Owner |
| 4 | Notify Owner | Sends mail to the owner | Notify | Owner |
| 5 | Notify Ccs as Comment | Sends mail to the Ccs as a comment |
NotifyAsComment | Cc |
| 6 | Notify Ccs | Sends mail to the Ccs | Notify | Cc |
| 7 | Notify AdminCcs as Comment | Sends mail to the administrative Ccs as
a comment | NotifyAsComment | AdminCc |
| 8 | Notify AdminCcs | Sends mail to the administrative Ccs | Notify |
AdminCc |
| 9 | Notify Requestors and Ccs as Comment | Send mail to requestors and
Ccs as a comment | NotifyAsComment | Requestor,Cc |
| 10 | Notify Requestors and Ccs | Send mail to requestors and Ccs |
Notify | Requestor,Cc |
| 11 | Notify Requestors, Ccs and AdminCcs as Comment | Send mail to all
watchers as a “comment” | NotifyAsComment | All |
| 12 | Notify Requestors, Ccs and AdminCcs | Send mail to all watchers |
Notify | All |
| 13 | Notify Other Recipients as Comment | Sends mail to explicitly
listed Ccs and Bccs | NotifyAsComment | OtherRecipients |
| 14 | Notify Other Recipients | Sends mail to explicitly listed Ccs and
Bccs | Notify | OtherRecipients |
| 15 | User Defined | Perform a user-defined action | UserDefined | NULL |
| 16 | Create Tickets | Create new tickets based on this scrip’s template
| CreateTickets | NULL |
| 17 | Open Tickets | Open tickets on correspondence | AutoOpen | NULL |
| 18 | Notify AdminCCs and Owners | Sends mail to the administrative Ccs
and Owners | Notify | Owner,AdminCc |

±—±-----------------------------------------------±-----------------------------------------------------------------------±----------------±----------------+

My scrips are:

On Correspond Open Tickets with template Blank
On Owner Change Notify Owner with template Transaction
On Create External Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Transaction
*On Correspond Notify AdminCCs and Owners with template Admin
Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Comment Notify Other Recipients as Comment with template Correspondence
On Resolve with template
On Create Internal Notify Requestors and Ccs with template Correspondence
On Correspond User Defined with template Correspondence
On Correspond User Defined with template Blank
On Correspond Notify Requestors and Ccs with template Correspondence

  • The relevant scrip.

I’ve looked this over multiple times and don’t see anywhere that the scrip
is being duplicated. As far as I can tell, the action to notify AdminCcs and
Owners isn’t removing the duplicate email addresses.

Looking at the ticket, I only see a single email transaction being sent
out which makes me believe this isn’t a duplication issue. The email shows
headers like:

RT-Originator: jason@other-domain.tld
To: jason@domain.tld
Bcc: jason@domain.tld

We are running RT v.3.4.2.

Any thoughts on why the email is being duplicated?

Thank You,

Jason

On 4/15/05, Vivek Khera vivek@khera.org wrote:

Not sure why your searches didn’t pull up the answer, but at the end of
the above message he ponders a “notify Owner and AdminCC” scrip, which
is exactly the right solution:

insert into
scripactions(name,description,execmodule,argument,creator,created,lastup

datedby,lastupdated) values (‘Notify Owner and AdminCc’,‘Sends mail to
owner and AdminCCs’,‘Notify’,‘Owner,AdminCc’,1,now(),1,now());

insert into
scripactions(name,description,execmodule,argument,creator,created,lastup

datedby,lastupdated) values (‘Notify Owner and AdminCc as
Comment’,‘Sends mail to owner and AdminCCs as
comment’,‘NotifyAsComment’, ‘Owner,AdminCc’,1,now(),1,now());

You have also
On Correspond Notify Requestors and Ccs with template Correspondence
May be someone belongs to this groups too?On 9/7/05, Jason Grigsby jason.grigsby@gmail.com wrote:

I think I made the fatal mistake of emailing this right before a holiday. At
the risk of annoying everyone, I thought I might resend it to see if anyone
had insights into why making these changes hasn’t eliminated the duplicate
emails. Thanks in advance for any help you can provide.

-Jason

On 9/2/05, Jason Grigsby jason.grigsby@gmail.com wrote:

This is exactly what I thought I would need to do to solve this problem
today when I ran into the same thing. I had already done something similar
for a different scripaction so I was familiar with modifying the database.
However, it isn’t reducing the duplicate emails. I still receive two emails.
Looking at the sent email record, it is sending it to me in the To and Bcc
fields.

My scripactions tables looks like:

mysql> select id,name,description,execmodule,argument
from ScripActions;

±—±-----------------------------------------------±-----------------------------------------------------------------------±----------------±----------------+

| id | name |
description
| execmodule | argument |

±—±-----------------------------------------------±-----------------------------------------------------------------------±----------------±----------------+

| 1 | Autoreply To Requestors |
Always sends a message to the requestors independent of message sender |
Autoreply | Requestor |
| 2 | Notify Requestors |
Sends a message to the requestors
| Notify | Requestor |
| 3 | Notify Owner as Comment | Sends mail to the
owner |
NotifyAsComment | Owner |
| 4 | Notify Owner |
Sends mail to the owner
| Notify | Owner |
| 5 | Notify Ccs as Comment |
Sends mail to the Ccs as a comment
| NotifyAsComment | Cc |
| 6 | Notify Ccs |
Sends mail to the Ccs
| Notify | Cc |
| 7 | Notify AdminCcs as Comment | Sends mail to the
administrative Ccs as a comment | NotifyAsComment |
AdminCc |
| 8 | Notify AdminCcs |
Sends mail to the administrative Ccs
| Notify | AdminCc |
| 9 | Notify Requestors and Ccs as Comment | Send mail to
requestors and Ccs as a comment |
NotifyAsComment | Requestor,Cc |
| 10 | Notify Requestors and Ccs | Send mail to
requestors and Ccs |
Notify | Requestor,Cc |
| 11 | Notify Requestors, Ccs and AdminCcs as Comment | Send mail to all
watchers as a “comment” |
NotifyAsComment | All |
| 12 | Notify Requestors, Ccs and AdminCcs | Send mail to all
watchers |
Notify | All |
| 13 | Notify Other Recipients as Comment | Sends mail to
explicitly listed Ccs and Bccs | NotifyAsComment |
OtherRecipients |
| 14 | Notify Other Recipients |
Sends mail to explicitly listed Ccs and Bccs |
Notify | OtherRecipients |
| 15 | User Defined |
Perform a user-defined action
| UserDefined | NULL |
| 16 | Create Tickets |
Create new tickets based on this scrip’s template |
CreateTickets | NULL |
| 17 | Open Tickets |
Open tickets on correspondence
| AutoOpen | NULL |
| 18 | Notify AdminCCs and Owners | Sends mail to the
administrative Ccs and Owners | Notify |
Owner,AdminCc |

±—±-----------------------------------------------±-----------------------------------------------------------------------±----------------±----------------+

My scrips are:

On Correspond Open Tickets with template Blank
On Owner Change Notify Owner with template Transaction
On Create External Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Transaction
*On Correspond Notify AdminCCs and Owners with template Admin
Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Comment Notify Other Recipients as Comment with template Correspondence
On Resolve with template
On Create Internal Notify Requestors and Ccs with template Correspondence
On Correspond User Defined with template Correspondence
On Correspond User Defined with template Blank
On Correspond Notify Requestors and Ccs with template Correspondence

  • The relevant scrip.

I’ve looked this over multiple times and don’t see anywhere that the scrip
is being duplicated. As far as I can tell, the action to notify AdminCcs and
Owners isn’t removing the duplicate email addresses.

Looking at the ticket, I only see a single email transaction being sent
out which makes me believe this isn’t a duplication issue. The email shows
headers like:

RT-Originator: jason@other-domain.tld
To:
jason@domain.tld
Bcc: jason@domain.tld

We are running RT v.3.4.2.

Any thoughts on why the email is being duplicated?

Thank You,

Jason

On 4/15/05, Vivek Khera vivek@khera.org wrote:

Not sure why your searches didn’t pull up the answer, but at the end of
the above message he ponders a “notify Owner and AdminCC” scrip, which
is exactly the right solution:

insert into

scripactions(name,description,execmodule,argument,creator,created,lastup

datedby,lastupdated) values (‘Notify Owner and AdminCc’,‘Sends mail to
owner and
AdminCCs’,‘Notify’,‘Owner,AdminCc’,1,now(),1,now());

insert into

scripactions(name,description,execmodule,argument,creator,created,lastup

datedby,lastupdated) values (‘Notify Owner and AdminCc as
Comment’,‘Sends mail to owner and AdminCCs as
comment’,‘NotifyAsComment’,
‘Owner,AdminCc’,1,now(),1,now());


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