Reg ... Duplicate emails receiving from RT

RT Users
1

Hi All,

Please suggest me how to stop duplicate emails which are receiving from RT.

Thanks,

Surendra

2

Surendra,

Lots of possibilities here. You could have the same user as an Owner and
Requestor and AdminCc and scrips to send all Those roles/watchers emails. OR
you could have them listed as Queue Watchers Cc’s and also added them as
Cc’s at the ticket level. OR someone doing a “Reply” adds them in as Cc’s
and you have the scrip “Notify Others” enabled. I’d need to know what scrips
are running at the Global and Queue level and an example of the “People”
listed when you do a reply on a ticket. In other words, I need more info to
accurately help you.

Kenn
LBNLOn Fri, Sep 24, 2010 at 8:57 AM, Surendra Adusumilli < sadusumilli@zetainteractive.com> wrote:

Hi All,

Please suggest me how to stop duplicate emails which are receiving from RT.

Thanks,

Surendra

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

3

Hi Kenn,

In this scenario even requestor is also getting the duplicate emails.

Thanks,

SurendraFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Friday, September 24, 2010 11:05 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reg … Duplicate emails receiving from RT

Surendra,

Lots of possibilities here. You could have the same user as an Owner and
Requestor and AdminCc and scrips to send all Those roles/watchers emails. OR
you could have them listed as Queue Watchers Cc’s and also added them as
Cc’s at the ticket level. OR someone doing a “Reply” adds them in as Cc’s
and you have the scrip “Notify Others” enabled. I’d need to know what scrips
are running at the Global and Queue level and an example of the “People”
listed when you do a reply on a ticket. In other words, I need more info to
accurately help you.

Kenn
LBNL

4

Surendra,

Did you check to see if the Requestor is listed in any other role or as a
ticket Cc in the email that created the ticket, etc>

Kenn
LBNLOn Fri, Sep 24, 2010 at 11:21 AM, Surendra Adusumilli < sadusumilli@zetainteractive.com> wrote:

Hi Kenn,

In this scenario even requestor is also getting the duplicate emails.

Thanks,

Surendra

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: Friday, September 24, 2010 11:05 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reg … Duplicate emails receiving from RT

Surendra,

Lots of possibilities here. You could have the same user as an Owner and
Requestor and AdminCc and scrips to send all Those roles/watchers emails. OR
you could have them listed as Queue Watchers Cc’s and also added them as
Cc’s at the ticket level. OR someone doing a “Reply” adds them in as Cc’s
and you have the scrip “Notify Others” enabled. I’d need to know what scrips
are running at the Global and Queue level and an example of the “People”
listed when you do a reply on a ticket. In other words, I need more info to
accurately help you.

Kenn
LBNL

On Fri, Sep 24, 2010 at 8:57 AM, Surendra Adusumilli < sadusumilli@zetainteractive.com> wrote:

Hi All,

Please suggest me how to stop duplicate emails which are receiving from RT.

Thanks,

Surendra

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

5

Yes Kenn, I verified and observed that his email address is not in CC or not
in other role. He is only the requestor.

Thanks,

SurendraFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Saturday, September 25, 2010 12:12 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reg … Duplicate emails receiving from RT

Surendra,

Did you check to see if the Requestor is listed in any other role or as a
ticket Cc in the email that created the ticket, etc>

Kenn
LBNL

6

Yes Kenn, I verified and observed that his email address is not in CC or not in other role. He
is only the requestor.

Please provide the Message-ID from both emails sent to the requestor

-kevin

7

Hi Kevin,

Below are the message ID’s and bothe are went to requestor for same reply
with same content.

  1. Message-ID:
    rt-3.8.2-2820-1285295987-1917.286420-6-0@RT.ZetaInteractive.com
  2. Message-ID:
    rt-3.8.2-3295-1285295987-831.286420-6-0@RT.ZetaInteractive.com

Thanks,
SurendraFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Saturday, September 25, 2010 12:34 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reg … Duplicate emails receiving from RT

Yes Kenn, I verified and observed that his email address is not in CC
or not in other role. He
is only the requestor.

Please provide the Message-ID from both emails sent to the requestor

-kevin

8

Hi Kevin,

Below are the message ID’s and bothe are went to requestor for same reply
with same content.

  1. Message-ID:
    rt-3.8.2-2820-1285295987-1917.286420-6-0@RT.ZetaInteractive.com
  2. Message-ID:
    rt-3.8.2-3295-1285295987-831.286420-6-0@RT.ZetaInteractive.com

That says that scrip 6 is running twice, but from 2 different
processes during the same second. It is worth turning your RT logging
up above info, possible to debug, and triggering a correspond. You’ll
get a lot of detailed information about which scrips are choosing to
run and why and what mail is generated.

-kevin

9

Hi Kevin,

Thanks for your information, Please let me know in what area I have to
debog. I am new to this.

Thanks,
SurendraFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Saturday, September 25, 2010 1:28 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reg … Duplicate emails receiving from RT

Hi Kevin,

Below are the message ID’s and bothe are went to requestor for same
reply with same content.

  1. Message-ID:
    rt-3.8.2-2820-1285295987-1917.286420-6-0@RT.ZetaInteractive.com
  2. Message-ID:
    rt-3.8.2-3295-1285295987-831.286420-6-0@RT.ZetaInteractive.com

That says that scrip 6 is running twice, but from 2 different processes
during the same second. It is worth turning your RT logging up above info,
possible to debug, and triggering a correspond. You’ll get a lot of
detailed information about which scrips are choosing to run and why and what
mail is generated.

-kevin

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Saturday, September 25, 2010 12:34 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reg … Duplicate emails receiving from RT

Yes Kenn, I verified and observed that his email address is not
in CC
or not in other role. He
is only the requestor.

Please provide the Message-ID from both emails sent to the requestor

-kevin

RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this
year – Learn how to get the most out of RT!

10

Thanks for your information, Please let me know in what area I have to
debog. I am new to this.
Kevin suggested you change your log level in RT_SiteConfig to debug,
no actual code debugging required yet.

11

Surendra,

Do you have any notification scrips for that particular Queue, as opposed to
just the Global notifications?

You should also check each scrip to see what action they are doing. One
might have been changed and is doing the same thing as some other scrip.

Kenn
LBNLOn Fri, Sep 24, 2010 at 1:06 PM, Jerrad Pierce < jpierce@cambridgeenergyalliance.org> wrote:

Thanks for your information, Please let me know in what area I have to
debog. I am new to this.
Kevin suggested you change your log level in RT_SiteConfig to debug,
no actual code debugging required yet.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

12

Hi Kenn,

I will verify and let you know the details.

Thanks,

SurendraFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Saturday, September 25, 2010 2:48 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reg … Duplicate emails receiving from RT

Surendra,

Do you have any notification scrips for that particular Queue, as opposed to
just the Global notifications?

You should also check each scrip to see what action they are doing. One
might have been changed and is doing the same thing as some other scrip.

Kenn
LBNL