Scripssssssss

RT Users
1

Dear All,

I always get two e-mail replies when ever a ticket is created via e-mail in
any queue. How can I stop

Thanks in advance,
Yogesh

2

IT GUT,

Well, gee, that could be caused by MANY things. You could have the

Action set to “Notify AdminCc, Cc, Requestors” and you happen to be in
two of those roles for those tickets. IT COULD be That you are also on
the ticket Cc’s list and you have a scrip that notifies “Others”. It
would help a great in debugging if perhaps you would specify what scrips
you have and who is in what roles for the Queue & Globally. Then we
might be able to whittle down the possibilities.

Kenn
LBNLOn 5/1/2008 4:50 AM, IT GUY wrote:

Dear All,

I always get two e-mail replies when ever a ticket is created via e-mail
in any queue. How can I stop

Thanks in advance,
Yogesh

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3

Hi…

I know now…why I always received two emails for ticket creation. I
had enabled global scrip to autoreply the requestor when a ticket was
created. The default scrip for queue was also there. So ended up with two
mails in the Inbox.

IT GUY
Yogesh
SuBiSu CableNet
Baluwatar, Kathmandu
NepalOn Sun, May 4, 2008 at 12:01 PM, IT GUY itinfoguy@gmail.com wrote:

Thanks Kenn,

But I guess my problem is not over yet. I created a new user in RT and
allowed him rights to create a ticket in one of the queues. Well after the
ticket creation, he too got the same e-mail twice.

I could see that RT had recorded two outgoing messages. I haven’t seen the
notify others scrip. I’ll have a look and let you know.

One more thing that I would like to ask, isn’t RT supposed to mail and
report about new ticket to the watchers or whoever I assign as watchers in
that queue.

IT GUY
Yogesh

On Thu, May 1, 2008 at 9:59 PM, Kenneth Crocker KFCrocker@lbl.gov wrote:

IT GUT,

   Well, gee, that could be caused by MANY things. You could have

the Action set to “Notify AdminCc, Cc, Requestors” and you happen to be in
two of those roles for those tickets. IT COULD be That you are also on the
ticket Cc’s list and you have a scrip that notifies “Others”. It would help
a great in debugging if perhaps you would specify what scrips you have and
who is in what roles for the Queue & Globally. Then we might be able to
whittle down the possibilities.

Kenn
LBNL

On 5/1/2008 4:50 AM, IT GUY wrote:

Dear All,
I always get two e-mail replies when ever a ticket is created via
e-mail in any queue. How can I stop
Thanks in advance,
Yogesh

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

4

Hi Kenn,

I did resolve that error of getting two e-mails for one request. Both Global
and queue-by-queue scripts were enabled. I removed one and the problem was
solved.

I’d like to ask one more thing, is there any way we can stop auto replies to
certain e-mail addresses. I don’t need to reply to those adressess at all.

So far I think I have to disable auto repliying to all e-mail address.

IT GUY
YogeshOn Mon, May 5, 2008 at 10:22 PM, Kenneth Crocker KFCrocker@lbl.gov wrote:

IT GUY,

   Like I said, it would help to know what scrips you have set up,

both globally and on a queue-by-queue basis. Also, the privileges you have
set up; which ones at what level. Without this info, everything is just
speculation and trial and error, which is not a good way to debug something.

Kenn
LBNL

On 5/3/2008 11:16 PM, IT GUY wrote:

Thanks Kenn,
But I guess my problem is not over yet. I created a new user in RT and
allowed him rights to create a ticket in one of the queues. Well after the
ticket creation, he too got the same e-mail twice.
I could see that RT had recorded two outgoing messages. I haven’t seen
the notify others scrip. I’ll have a look and let you know.
One more thing that I would like to ask, isn’t RT supposed to mail and
report about new ticket to the watchers or whoever I assign as watchers in
that queue.
IT GUY
Yogesh
On Thu, May 1, 2008 at 9:59 PM, Kenneth Crocker <KFCrocker@lbl.gov<mailto: KFCrocker@lbl.gov>> wrote:

IT GUT,

      Well, gee, that could be caused by MANY things. You could

have the Action set to “Notify AdminCc, Cc, Requestors” and you
happen to be in two of those roles for those tickets. IT COULD be
That you are also on the ticket Cc’s list and you have a scrip that
notifies “Others”. It would help a great in debugging if perhaps you
would specify what scrips you have and who is in what roles for the
Queue & Globally. Then we might be able to whittle down the
possibilities.

Kenn
LBNL

On 5/1/2008 4:50 AM, IT GUY wrote:

   Dear All,
    I always get two e-mail replies when ever a ticket is created
   via e-mail in any queue. How can I stop
    Thanks in advance,
   Yogesh

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5

IT GUY,

Well, there are a couple ways. Are the users you want to ignore

privileged? Are they in a group? The reason I ask is that if you have
these users segregated in some manner, you can modify the scrip to
accomplish this.

Kenn
LBNLOn 5/6/2008 10:57 PM, IT GUY wrote:

Hi Kenn,

I did resolve that error of getting two e-mails for one request. Both
Global and queue-by-queue scripts were enabled. I removed one and the
problem was solved.

I’d like to ask one more thing, is there any way we can stop auto
replies to certain e-mail addresses. I don’t need to reply to those
adressess at all.

So far I think I have to disable auto repliying to all e-mail address.

IT GUY
Yogesh

On Mon, May 5, 2008 at 10:22 PM, Kenneth Crocker <KFCrocker@lbl.gov mailto:KFCrocker@lbl.gov> wrote:

IT GUY,


       Like I said, it would help to know what scrips you have set
up, both globally and on a queue-by-queue basis. Also, the
privileges you have set up; which ones at what level. Without this
info, everything is just speculation and trial and error, which is
not a good way to debug something.

Kenn
LBNL


On 5/3/2008 11:16 PM, IT GUY wrote:

    Thanks Kenn,
     But I guess my problem is not over yet. I created a new user in
    RT and allowed him rights to create a ticket in one of the
    queues. Well after the ticket creation, he too got the same
    e-mail twice.
     I could see that RT had recorded two outgoing messages. I
    haven't seen the notify others scrip. I'll have a look and let
    you know.
     One more thing that I would like to ask, isn't RT supposed to
    mail and report about new ticket to the watchers or whoever I
    assign as watchers in that queue.
      IT GUY
    Yogesh
       On Thu, May 1, 2008 at 9:59 PM, Kenneth Crocker <KFCrocker@lbl.gov <mailto:KFCrocker@lbl.gov> <mailto:KFCrocker@lbl.gov <mailto:KFCrocker@lbl.gov>>> wrote:

       IT GUT,


              Well, gee, that could be caused by MANY things. You could
       have the Action set to "Notify AdminCc, Cc, Requestors" and you
       happen to be in two of those roles for those tickets. IT COULD be
       That you are also on the ticket Cc's list and you have a
    scrip that
       notifies "Others". It would help a great in debugging if
    perhaps you
       would specify what scrips you have and who is in what roles
    for the
       Queue & Globally. Then we might be able to whittle down the
       possibilities.


       Kenn
       LBNL


       On 5/1/2008 4:50 AM, IT GUY wrote:

           Dear All,
            I always get two e-mail replies when ever a ticket is
    created
           via e-mail in any queue. How can I stop
            Thanks in advance,
           Yogesh


         
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