[rt-users] how to prevent duplicate emails

[Joe Harris]

We are in the same boat. I have a plan to change all of the scrips on reply/comment/resolve to use a default transaction template that gives all info to all users (admincc, requestor, etc) just once on each transaction. In our case we use rt internally so we don't have the need to comment without the requestor seeing. So in our case the difference just causes confusion. But to answer your question it is in the scripts and templates. If you want to keep the defaults as they are for comment vs reply, change the apply to requestor on resolve scrip to include the comments. 

Sent from my mobile device. 

On May 18, 2012, at 4:42 PM, Sandra Wittenbrock <sandra at hpcrd.lbl.gov> wrote:

> Hello,
> 
> When I resolve a ticket, I want the requester to receive the ticket
> comments, and a notice the ticket is resolved, in just one email.
> Someone out there must have this set up.  I've been playing with
> "TransactionBatch" to see if that could help prevent duplicates.
> 
> Currently, I use a default resolve scrip, which notifies the requester
> when the ticket is resolved.  The template does not include the comments
> from the resolution, only some generic text.
> 
> I've been going in circles trying to have the requester get only one
> ticket upon resolution.  An email which includes the resolution comments.
> 
> If when I resolve the ticket, I change the "Update Type" to "Reply to
> Requestors", the requester gets one email, without the comments.
> 
> Here is the summary of my scrips.
> 
>> 
>>    #    Description    Stage    Condition    Action    Template
>>    14    Notify Requestor on Correspond    TransactionCreate    On Correspond    Notify Requestors    Admin Correspondence
>>    13    Notify requestor when ticket is taken    Disabled    On Owner Change    Notify Requestors    Owner Changed
>>    8    On Comment Notify AdminCcs as Comment    TransactionBatch    On Comment    Notify AdminCcs as Comment    Admin Comment
>>    9    On Comment Notify Other Recipients as Comment    Disabled    On Comment    Notify Other Recipients as Comment    Correspondence
>>    5    On Correspond Notify AdminCcs    TransactionBatch    On Correspond    Notify AdminCcs    Admin Correspondence
>>    6    On Correspond Notify Ccs    TransactionBatch    On Correspond    Notify Ccs    Correspondence
>>    7    On Correspond Notify Other Recipients    Disabled    On Correspond    Notify Other Recipients    Correspondence
>>    17    On Correspond Notify Requestor    TransactionBatch    On Correspond    Notify Owner, Requestors, Ccs and AdminCcs    Admin Correspondence
>>    1    On Correspond Open Tickets    TransactionCreate    On Correspond    Open Tickets    Blank
>>    3    On Create Autoreply To Requestors    TransactionCreate    On Create    Autoreply To Requestors    Autoreply
>>    4    On Create Notify AdminCcs    TransactionCreate    On Create    Notify AdminCcs    Transaction
>>    15    On Owner Change Notify Admincc    TransactionCreate    On Owner Change    Notify AdminCcs as Comment    Owner Changed
>>    2    On Owner Change Notify Owner    Disabled    On Owner Change    Notify Owner    Owner Changed
>>    18    On Owner Change Notify Requestor    TransactionBatch    On Owner Change    Notify Requestors    Owner Changed
>>    10    On Resolve Notify Requestors    TransactionBatch    On Resolve    Notify Owner, Requestors, Ccs and AdminCcs    Resolved
>>    11    On transaction, add any tags in the transaction's subject to the ticket's subject    TransactionCreate    On Transaction    Extract Subject Tag    Blank
>> (Check box to delete)
>> 
> 
> 
> I've looked at the mysql settings/tables.  I've looked at the logs, and
> am trying to see where in the code it is asking to send all these
> emails.  There is a section where it prevents sending emails to
> blacklisted addresses.  It would be nice if it prevented duplicates.  I
> haven't used perl in a while, so haven't been able to modify.
> 
> Sandra