[rt-users] Issue with duplicate replies to Owner and AdminCC's

[Braam van Heerden]

Greetings,

I've got some issues with my RT instance (3.6.6) that I can't solve 
after reading the Wiki.  I am sure I missed the part containing the 
answer, though.

Before I had a group of support personnel (A, B, C, D) that needed to be 
apprised of everything that happened in the customer support queue.  So 
I went and made them all AdminCC's on the queue, and that worked fine.

Howver, C and D are developers, and does not want to be bothered by 
irrelevant tickets.  So I kept A and B as queue AdminCC's, but dropped C 
and D, though they still have permissions on the queue to own tickets.  
The permissions on the queue for the group A,B,C and D belong to is:

AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ModifyQueueWatchers
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc

So now C and D gets no notifications of new tickets, while A and B gets 
all notifications of all tickets on the queue, which is exactly what was 
wanted.  However, last week one of the developers D complained that he's 
getting no replies to tickets he's an owner of.  Upon investigation I 
found that emails are only being sent to the AdminCC's, and not the 
Owner of a ticket.  To remedy this, I added a scrip to send a 
notifcation to the owner on correspond or comment.  This made D happy, 
as he now gets all replies.

But A and B gets two replies if they are both AdminCC's and Owners, once 
from the mail-to-AdminCC scrip and once from the mail-to-Owner scrip.  
If I remove one of the two roles from the Reply-To screen, both are 
dropped, and if I add them back in, both roles are added back in.

How can I disable sending duplicates like this?

Thanks :)

Braam van Heerden
Conversant Systems (Pty) Ltd
Tel: +27 11 782 2930
Cell: +27 82 336 4643
Skype: braamvh