Reduce duplicate emails to ccadmin when owner

Hi,

We are using RT 4.0.0 all is working well.

We have a couple of users that are ccadmins to several queues.

They are obviously getting bombarded with emails.

They can’t differentiate the ones they receive because they are cc:admins.

They really need to see the ones that there has been a reply or
comments, the changes of status or queues are less important.

They really need to know when they are assigned a ticket or they are the
owner and something happens to the ticket.

They want 2 email addresses - one for the ccadmin stuff and one for
their user.

Any suggestions?

Thanks
GIlbert.

Hi All,

I never got anyone’s feedback on this situation.
I would really appreciate someone else’s experience to provide a
solution to this user.

Thanks in advance,
Gilbert.On 10/04/2012 6:58 AM, Gilbert Rebeiro wrote:

Hi,

We are using RT 4.0.0 all is working well.

We have a couple of users that are ccadmins to several queues.

They are obviously getting bombarded with emails.

They can’t differentiate the ones they receive because they are
cc:admins.

They really need to see the ones that there has been a reply or
comments, the changes of status or queues are less important.

They really need to know when they are assigned a ticket or they are
the owner and something happens to the ticket.

They want 2 email addresses - one for the ccadmin stuff and one for
their user.

Any suggestions?

Thanks
GIlbert.

Hi All,

I never got anyone’s feedback on this situation.
I would really appreciate someone else’s experience to provide a
solution to this user.

Thanks in advance,
Gilbert.

Hi,

We are using RT 4.0.0 all is working well.

We have a couple of users that are ccadmins to several queues.

They are obviously getting bombarded with emails.

They can’t differentiate the ones they receive because they are
cc:admins.

They really need to see the ones that there has been a reply or
comments, the changes of status or queues are less important.

They really need to know when they are assigned a ticket or they
are the owner and something happens to the ticket.

They want 2 email addresses - one for the ccadmin stuff and one
for their user.

Any suggestions?

Thanks
GIlbert.

Hi Gilbert,

It sounds a little bit like “I want to see everything…” and then
when they see everything, “…not that though”. Maybe the scrips for
AdminCc’s need to be adjusted to stop sending minutiae, just the
important updates. From personal experience, if you do not make this
adjustment, you end up having people file the Email in a folder
without looking at it and you lose all of the advantages of the Email
notification process. That being said, I have not looked at the code
for RT or the scrips, but if your mail server supports plus addressing
(+xxx) you could have RT send the mail to user+xxx@yyy.com and file
it based on that. It really does seem like more of a evaluate your
requirements and implement them and not the fire-hose approach that
queue AdminCc gives. Good luck. It is a thorny problem that we are
wrestling with as well.

Regards,
Ken

You can either
A) combine the two scrips into one (you probably have one for owner, and
one for cc)
This would send only one email
Or
B) update the template and/or the scrip’s condition to not do anything if
the owner is in the cc list.

Thanks,
Jok
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |
| Cell: 310-890-7937 | Office: 310-363-6153 |On 5/24/12 8:24 AM, “Gilbert Rebeiro” gilbert@dido.ca wrote:

Hi All,

I never got anyone’s feedback on this situation.
I would really appreciate someone else’s experience to provide a
solution to this user.

Thanks in advance,
Gilbert.

On 10/04/2012 6:58 AM, Gilbert Rebeiro wrote:

Hi,

We are using RT 4.0.0 all is working well.

We have a couple of users that are ccadmins to several queues.

They are obviously getting bombarded with emails.

They can’t differentiate the ones they receive because they are
cc:admins.

They really need to see the ones that there has been a reply or
comments, the changes of status or queues are less important.

They really need to know when they are assigned a ticket or they are
the owner and something happens to the ticket.

They want 2 email addresses - one for the ccadmin stuff and one for
their user.

Any suggestions?

Thanks
GIlbert.

Hi Joachim,

I’m not very good at scrips, can you or anyone post a scrips that would
not send an email if the owner is also on cc?
Either a or b would be great if there was a contribution that I can just
cut and paste :slight_smile:

Sorry I’m not lazy I just don’t like breaking a production system.

Thanks for your help.

G.On 24/05/2012 12:41 PM, Joachim Thuau wrote:

You can either
A) combine the two scrips into one (you probably have one for owner, and
one for cc)
This would send only one email
Or
B) update the template and/or the scrip’s condition to not do anything if
the owner is in the cc list.

Thanks,
Jok