Removing watchers from Cc list

Hi,

We have an installation of RT for which members of a group, "Support Team"
are all watchers on the Queue “Support”. Whenever, email is sent to the queue
correspondence address, mails go out to the group address.

If an email is sent to the queue correspondence address with a CC to one of us,
we get two emails, the extra one, because we are Ccs. The only way the extra email
can be blocked, I believe, is my the mail server (correct me if I’m wrong).

We also get added as Ccs for the ticket, so that we’re both watchers and Ccs on
such tickets. Consequently, we get notification emails due to the scrips. Can I
configure RT to not add email addresses as Ccs if they belong to the watcher group?

Thanks and Regards,
Terence Monteiro.

DeepRoot Linux,
Ph: +91 (80) 4112 4784 / 85.

Hello Terence,

I see one way to do this and you need to create a new scrip. I can give
you some hints but you’ll have to write it by yourself.

  • For Custom Condition you can look the /lib/RT/Group_Overlay.pm
    You can use the HasMember value to check if a user is a member of a group.
  • For the Custom Action you have to use the /lib/RT/Ticket_Overlay.pm.
    I’ll suggest you to use the $self->TicketObj->DeleteWatcher

Use the perldoc linux command to explore /lib/RT/Ticket_Overlay.pm and /lib/RT/Group_Overlay.pm
Use the wiki (Contributions - Request Tracker Wiki) to help
you to write your scrip.

Good luck!

Iounes GARDON
www.mikrosimage.fr

Terence,

Once and awhile we get that because a user sends in a reply or whatever 

and adds a support team name as a “cc” in the reply. We just have to
remind them that if they are sending any type of E_mail to RT, then they
should let RT handle the “CC” business for support personnel since it
already knows who to contact. We don’t like to mess with the code unless
absolutely necessary. It works 99.999% of the time. Just a thought.

Kenn
LBNLOn 10/11/2007 4:29 AM, Terence Monteiro wrote:

Hi,

We have an installation of RT for which members of a group, "Support Team"
are all watchers on the Queue “Support”. Whenever, email is sent to the queue
correspondence address, mails go out to the group address.

If an email is sent to the queue correspondence address with a CC to one of us,
we get two emails, the extra one, because we are Ccs. The only way the extra email
can be blocked, I believe, is my the mail server (correct me if I’m wrong).

We also get added as Ccs for the ticket, so that we’re both watchers and Ccs on
such tickets. Consequently, we get notification emails due to the scrips. Can I
configure RT to not add email addresses as Ccs if they belong to the watcher group?