Use of Bcc field?

We have an older RT install, version 3.6.4. I’ve been noticing recently
that when a user submits a reply to his ticket for which I am the owner,
I get his correspondence, but I also get a duplicate email which has no
has me in the Bcc: field.

I finally got annoyed enough to dig and figure out which scrip was doing
it. In the logs I see:

[Wed May 20 10:11:38 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-6-0@cis.uab.edu #9722/138706 -
Scrip 6 OnCorrespNotifyOtherRecips
(/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245)
[Wed May 20 10:11:38 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-6-0@cis.uab.edu No recipients
found. Not sending. (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:257)
[Wed May 20 10:11:38 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-19-0@cis.uab.edu #9722/138706 -
Scrip 19 OnCorrespNotifyOwner
(/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245)
[Wed May 20 10:11:39 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-19-0@cis.uab.edu sent To:
fran@cis.uab.edu (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:276)
[Wed May 20 10:11:39 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-5-0@cis.uab.edu #9722/138706 -
Scrip 5 OnCorrespNotifyRequestorsAndCCs
(/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245)
[Wed May 20 10:11:39 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-5-0@cis.uab.edu sent Bcc:
fran@cis.uab.edu (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:276)

So ok - there were no OtherRecipients, good so far. There was the
correspondence to me the owner via Scrip 19, also good so far. But then
Scrip 5 OnCorrespNotifyRequestorsAndCCs decided that it should Bcc me.
That’s where I am stumped.

This doesn’t happen on all tickets, just some, but I can’t discern
anything special about this ticket - it’s just a simple “user sent an
email to helpdesk” ticket - one Requestor, one Owner.

Was this a known bug from the 3.6 series, or is this just me not
understanding what the OnCorrespNotifyRequestorsAndCCs scrip is doing?

Thanks,
Fran

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653

Simple. You get one notification for being the owner. You get
another for being a watcher of the queue, which is the Bcc message.
There’s no way to avoid that I’ve found.On May 20, 2009, at 12:53 PM, Fran Fabrizio wrote:

We have an older RT install, version 3.6.4. I’ve been noticing
recently
that when a user submits a reply to his ticket for which I am the
owner,
I get his correspondence, but I also get a duplicate email which has
no
To: field (so my mail reader says “undisclosed recipients;”) and which
has me in the Bcc: field.

I finally got annoyed enough to dig and figure out which scrip was
doing
it. In the logs I see:

[Wed May 20 10:11:38 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-6-0@cis.uab.edu #9722/138706 -
Scrip 6 OnCorrespNotifyOtherRecips
(/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245)
[Wed May 20 10:11:38 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-6-0@cis.uab.edu No recipients
found. Not sending. (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:
257)
[Wed May 20 10:11:38 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-19-0@cis.uab.edu #9722/138706 -
Scrip 19 OnCorrespNotifyOwner
(/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245)
[Wed May 20 10:11:39 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-19-0@cis.uab.edu sent To:
fran@cis.uab.edu (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:276)
[Wed May 20 10:11:39 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-5-0@cis.uab.edu #9722/138706 -
Scrip 5 OnCorrespNotifyRequestorsAndCCs
(/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245)
[Wed May 20 10:11:39 2009] [info]:
rt-3.6.4-10309-1242814297-1067.9722-5-0@cis.uab.edu sent Bcc:
fran@cis.uab.edu (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:276)

So ok - there were no OtherRecipients, good so far. There was the
correspondence to me the owner via Scrip 19, also good so far. But
then
Scrip 5 OnCorrespNotifyRequestorsAndCCs decided that it should Bcc
me.
That’s where I am stumped.

This doesn’t happen on all tickets, just some, but I can’t discern
anything special about this ticket - it’s just a simple “user sent an
email to helpdesk” ticket - one Requestor, one Owner.

Was this a known bug from the 3.6 series, or is this just me not
understanding what the OnCorrespNotifyRequestorsAndCCs scrip is doing?

Thanks,
Fran


Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653


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Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

Jo Rhett wrote:

Simple. You get one notification for being the owner. You get
another for being a watcher of the queue, which is the Bcc message.
There’s no way to avoid that I’ve found.
The queue has no watchers in this case.

The problem does seem to have disappeared since the upgrade to 3.8.2.

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653