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.
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Community help: http://wiki.bestpractical.com
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
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Buy a copy at http://rtbook.bestpractical.com
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