RT 3.0.2pre4: duplicate messages

RT Developers
1

Hi,

I haven’t looked deeply in the code yet, and here’s the problem summary:

I have opened the ticket with the web interface, hence I’m the requestor.
I also took its ownership. As a result, we have
Owner: ssinyagin
Requestors: s.sinyagin@ourdomain.com

When the CC person replies to the ticket with e-mail,
I get two copies of each message.

When the CC person adds a comment via web interface, I receive only one
copy.

Cheers,
Stan

2

What do you have listed as the owner’s email address in RT?
I bet RT thinks you’re two different people.
-jOn Thu, May 01, 2003 at 05:24:00AM -0700, Stanislav Sinyagin wrote:

Hi,

I haven’t looked deeply in the code yet, and here’s the problem summary:

I have opened the ticket with the web interface, hence I’m the requestor.
I also took its ownership. As a result, we have
Owner: ssinyagin
Requestors: s.sinyagin@ourdomain.com

When the CC person replies to the ticket with e-mail,
I get two copies of each message.

When the CC person adds a comment via web interface, I receive only one
copy.

Cheers,
Stan

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3

Perhaps you have two Scrips setup, one to notify the requestor and
another to notify other recipients?On Thursday, May 1, 2003, at 05:24 AM, Stanislav Sinyagin wrote:

When the CC person replies to the ticket with e-mail,
I get two copies of each message.

When the CC person adds a comment via web interface, I receive only one
copy.

4

What do you have listed as the owner’s email address in RT?
I bet RT thinks you’re two different people.

that can’t be: I created the ticket and took the ownership from
the same web interface session.

In “Display” screen, Owner is displayed by UID, and the others are
shown by e-mail addresses. In “People” screen, all people are shown
by UID, and of course Requestor and Owner are the same UID, particularly
mine.— Chad Scott chad@idworld.net wrote:

Perhaps you have two Scrips setup, one to notify the requestor and
another to notify other recipients?

Yes, the corresponding scrips are:
On Correspond Notify Owner with template Correspondence
On Correspond Notify Requestors and Ccs with template Correspondence

Do we have some other way to notify everyone except AdminCC?

Cheers,
Stan