Hello list,
Is there an example of a script to prevent duplicate emails? We often have
users adding an owner as a CC, or adding someone as a CC and a one-time CC,
or for other reasons adding someone to a ticket multiple times. I’ve
accepted that user training won’t solve this completely, so is there an
example of a script that will? Some way to prevent identical emails going
to one person more than once? Or, given that this would be one script and
thus couldn’t access the details of other scripts when a transaction
happens, is this simply not possible? Thanks for any ideas.
Alex Hall
Automatic Distributors, IT department
ahall@autodist.com
Hello list,
Is there an example of a script to prevent duplicate emails? We often have
users adding an owner as a CC, or adding someone as a CC and a one-time CC,
or for other reasons adding someone to a ticket multiple times. I’ve
accepted that user training won’t solve this completely, so is there an
example of a script that will? Some way to prevent identical emails going
to one person more than once? Or, given that this would be one script and
thus couldn’t access the details of other scripts when a transaction
happens, is this simply not possible? Thanks for any ideas.
Hi Alex,
You will need to check your notification workflows and change the scrips
to prevent duplications. We have had similar complaints about duplicate
notifications, but each scrip was working correctly. One was to address
this is to use a scrip with much more internal logic to control who gets
sent what. Then you would only get a single Email, unless your scrip
has a bug.
Regards,
Ken