Pls urgent help about double requestors for each new ticket

Hello.

whenever my RT users are creating ticket in some queue, ticket is created by
two owners.
one who is actually creating the ticket and other it selects randomly
between different RT Admins.
please help me to sort out the reason of this issue.

R i Z.
View this message in context: http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html

Softouch,

Your question is a bit vague. Are you having a problem segregating
notifications? A problems distinguishing the difference between a ticket
"Creator" and a Ticket “Requestor”?
There are several relationships a user can have with a ticket. At the
"Queue" level, they can be a watcher (either AdminCc or Cc). That
implies that they want whatever notifications you set to go out for ALL
tickets in that Queue. Then there are the “Ticket” watchers, which
includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket)
and Requestors (of which there can be MANY per ticket). These watchers
are called “Roles” which are basically “Psuedo” groups. The can have
rights just like “User-defined” groups for a particular Queue and even
globally. A “Creator” is neither a role or psuedo group of any kind and
therefore /cannot have any rights/.nor be a /selected recipient of a
notification/. A Ticket “Creator” is merely a ticket level field that
retains the ID number of the user that /actually created/ (Via email or
WebUI) the ticket and this user can be a different user than the Owner
OR Requestor(s). You can display this persons User Name/Email address in
any Query, however.
Please define more succinctly exactly what your problem is and I’ll try
to help.

Kenn
LBNLOn 2/18/2010 4:15 AM, softouch wrote:

Hello. whenever my RT users are creating ticket in some queue, ticket
is created by two owners. one who is actually creating the ticket and
other it selects randomly between different RT Admins. please help me
to sort out the reason of this issue. R i Z.

View this message in context: Pls urgent help about double requestors
for each new ticket
http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html
Sent from the Request Tracker - User mailing list archive
http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com.


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Dear Ken,

lets assume that i have user A,B,C,D in my RT.

When User A is creating a ticket in the queue and making some one owner of
Ticket out of RT Members,
after ticket creation RT is showing Two Requester for this Ticket.

One is User A who actually created the Ticket.
Second randomly from B,C,D.

i am unable to understand that why and when second requester is inserted
inside the ticket. now when ever some correspondence is made with Requester
, RT is sending Email to Two Requester.

Hope i have explained my problem more precisely.

Thanks,

R i Z

Ken Crocker wrote:

Softouch,

Your question is a bit vague. Are you having a problem segregating
notifications? A problems distinguishing the difference between a ticket
"Creator" and a Ticket “Requestor”?
There are several relationships a user can have with a ticket. At the
"Queue" level, they can be a watcher (either AdminCc or Cc). That
implies that they want whatever notifications you set to go out for ALL
tickets in that Queue. Then there are the “Ticket” watchers, which
includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket)
and Requestors (of which there can be MANY per ticket). These watchers
are called “Roles” which are basically “Psuedo” groups. The can have
rights just like “User-defined” groups for a particular Queue and even
globally. A “Creator” is neither a role or psuedo group of any kind and
therefore /cannot have any rights/.nor be a /selected recipient of a
notification/. A Ticket “Creator” is merely a ticket level field that
retains the ID number of the user that /actually created/ (Via email or
WebUI) the ticket and this user can be a different user than the Owner
OR Requestor(s). You can display this persons User Name/Email address in
any Query, however.
Please define more succinctly exactly what your problem is and I’ll try
to help.

Kenn
LBNL

Hello. whenever my RT users are creating ticket in some queue, ticket
is created by two owners. one who is actually creating the ticket and
other it selects randomly between different RT Admins. please help me
to sort out the reason of this issue. R i Z.

View this message in context: Pls urgent help about double requestors
for each new ticket
http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html
Sent from the Request Tracker - User mailing list archive
http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com.


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Commercial support: sales@bestpractical.com

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San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

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Buy a copy at http://rtbook.bestpractical.com


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View this message in context: http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27649982.html

Softouch,

Have you created any scrips that activate when a ticket is created?
Otherwise, that’s crazy. I can’t see any reason that the vanilla RT
would ever do that. It doesn’t make sense and I can’t think of any
configuration settings that would do it either. The only thing I can
think of is some scrip that is doing it.

Kenn
LBNLOn 2/18/2010 9:49 PM, softouch wrote:

Dear Ken,

lets assume that i have user A,B,C,D in my RT.

When User A is creating a ticket in the queue and making some one owner of
Ticket out of RT Members,
after ticket creation RT is showing Two Requester for this Ticket.

One is User A who actually created the Ticket.
Second randomly from B,C,D.

i am unable to understand that why and when second requester is inserted
inside the ticket. now when ever some correspondence is made with Requester
, RT is sending Email to Two Requester.

Hope i have explained my problem more precisely.

Thanks,

R i Z

Ken Crocker wrote:

Softouch,

Your question is a bit vague. Are you having a problem segregating
notifications? A problems distinguishing the difference between a ticket
"Creator" and a Ticket “Requestor”?
There are several relationships a user can have with a ticket. At the
"Queue" level, they can be a watcher (either AdminCc or Cc). That
implies that they want whatever notifications you set to go out for ALL
tickets in that Queue. Then there are the “Ticket” watchers, which
includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket)
and Requestors (of which there can be MANY per ticket). These watchers
are called “Roles” which are basically “Psuedo” groups. The can have
rights just like “User-defined” groups for a particular Queue and even
globally. A “Creator” is neither a role or psuedo group of any kind and
therefore /cannot have any rights/.nor be a /selected recipient of a
notification/. A Ticket “Creator” is merely a ticket level field that
retains the ID number of the user that /actually created/ (Via email or
WebUI) the ticket and this user can be a different user than the Owner
OR Requestor(s). You can display this persons User Name/Email address in
any Query, however.
Please define more succinctly exactly what your problem is and I’ll try
to help.

Kenn
LBNL

On 2/18/2010 4:15 AM, softouch wrote:

Hello. whenever my RT users are creating ticket in some queue, ticket
is created by two owners. one who is actually creating the ticket and
other it selects randomly between different RT Admins. please help me
to sort out the reason of this issue. R i Z.

View this message in context: Pls urgent help about double requestors
for each new ticket
http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html
Sent from the Request Tracker - User mailing list archive
http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com.


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Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

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Buy a copy at http://rtbook.bestpractical.com


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Buy a copy at http://rtbook.bestpractical.com

Hello Ken,

i have following scrips when some ticket is created

    3      On Create Autoreply To Requestors 	TransactionCreate 	On

Create Autoreply To Requestors Autoreply
4 On Create Notify AdminCcs TransactionCreate On Create Notify
AdminCcs Transaction
15 On Create Notify Other Recipients TransactionCreate On Create Notify
Other Recipients Transaction
13 On Create Notify Owner TransactionCreate On Create Notify
Owner Transaction

R i Z.

Ken Crocker wrote:

Softouch,

Have you created any scrips that activate when a ticket is created?
Otherwise, that’s crazy. I can’t see any reason that the vanilla RT
would ever do that. It doesn’t make sense and I can’t think of any
configuration settings that would do it either. The only thing I can
think of is some scrip that is doing it.

Kenn
LBNL

Dear Ken,

lets assume that i have user A,B,C,D in my RT.

When User A is creating a ticket in the queue and making some one owner
of
Ticket out of RT Members,
after ticket creation RT is showing Two Requester for this Ticket.

One is User A who actually created the Ticket.
Second randomly from B,C,D.

i am unable to understand that why and when second requester is inserted
inside the ticket. now when ever some correspondence is made with
Requester
, RT is sending Email to Two Requester.

Hope i have explained my problem more precisely.

Thanks,

R i Z

Ken Crocker wrote:

Softouch,

Your question is a bit vague. Are you having a problem segregating
notifications? A problems distinguishing the difference between a ticket
"Creator" and a Ticket “Requestor”?
There are several relationships a user can have with a ticket. At the
"Queue" level, they can be a watcher (either AdminCc or Cc). That
implies that they want whatever notifications you set to go out for ALL
tickets in that Queue. Then there are the “Ticket” watchers, which
includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket)
and Requestors (of which there can be MANY per ticket). These watchers
are called “Roles” which are basically “Psuedo” groups. The can have
rights just like “User-defined” groups for a particular Queue and even
globally. A “Creator” is neither a role or psuedo group of any kind and
therefore /cannot have any rights/.nor be a /selected recipient of a
notification/. A Ticket “Creator” is merely a ticket level field that
retains the ID number of the user that /actually created/ (Via email or
WebUI) the ticket and this user can be a different user than the Owner
OR Requestor(s). You can display this persons User Name/Email address in
any Query, however.
Please define more succinctly exactly what your problem is and I’ll try
to help.

Kenn
LBNL

Hello. whenever my RT users are creating ticket in some queue, ticket
is created by two owners. one who is actually creating the ticket and
other it selects randomly between different RT Admins. please help me
to sort out the reason of this issue. R i Z.

View this message in context: Pls urgent help about double requestors
for each new ticket

Sent from the Request Tracker - User mailing list archive
at Nabble.com.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


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2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


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Washington DC, USA - Oct 25 & 26

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View this message in context: http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27659244.html