I think I made the fatal mistake of emailing this right before a
holiday. At the risk of annoying everyone, I thought I might resend it
to see if anyone had insights into why making these changes hasn't
eliminated the duplicate emails. Thanks in advance for any help you can
provide.<br>
<br>
-Jason<br><br><div><span class="gmail_quote">On 9/2/05, <b class="gmail_sendername">Jason Grigsby</b> <<a href="mailto:jason.grigsby@gmail.com">jason.grigsby@gmail.com</a>> wrote:</span><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
This is exactly what I thought I would need to do to solve this problem
today when I ran into the same thing. I had already done something
similar for a different scripaction so I was familiar with
modifying the database. However, it isn't reducing the duplicate
emails. I still receive two emails. Looking at the sent email record,
it is sending it to me in the To and Bcc fields.<br>
<br>
My scripactions tables looks like:<br>
<br>
mysql> select id,name,description,execmodule,argument from ScripActions;<br>
+----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+<br>|
id |
name
|
description
| execmodule |
argument |<br>
+----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+<br>
| 1 | Autoreply To
Requestors
| Always sends a message to the requestors independent of message
sender | Autoreply |
Requestor |<br>
| 2 | Notify
Requestors
| Sends a message to the
requestors
| Notify |
Requestor |<br>
| 3 | Notify Owner as
Comment
| Sends mail to the
owner
| NotifyAsComment |
Owner |<br>
| 4 | Notify
Owner
| Sends mail to the
owner
| Notify |
Owner |<br>
| 5 | Notify Ccs as
Comment
| Sends mail to the Ccs as a
comment
| NotifyAsComment |
Cc
|<br>
| 6 | Notify
Ccs
| Sends mail to the
Ccs
| Notify |
Cc
|<br>
| 7 | Notify AdminCcs as
Comment
| Sends mail to the administrative Ccs as a
comment
| NotifyAsComment |
AdminCc |<br>
| 8 | Notify
AdminCcs
| Sends mail to the administrative
Ccs
| Notify |
AdminCc |<br>
| 9 | Notify Requestors and Ccs as
Comment |
Send mail to requestors and Ccs as a
comment
| NotifyAsComment | Requestor,Cc |<br>
| 10 | Notify Requestors and
Ccs
| Send mail to requestors and
Ccs
| Notify |
Requestor,Cc |<br>
| 11 | Notify Requestors, Ccs and AdminCcs as Comment | Send mail to
all watchers as a
"comment"
| NotifyAsComment |
All
|<br>
| 12 | Notify Requestors, Ccs and
AdminCcs
| Send mail to all
watchers
| Notify |
All
|<br>
| 13 | Notify Other Recipients as
Comment
| Sends mail to explicitly listed Ccs and
Bccs
| NotifyAsComment | OtherRecipients |<br>
| 14 | Notify Other
Recipients
| Sends mail to explicitly listed Ccs and
Bccs
| Notify |
OtherRecipients |<br>
| 15 | User
Defined
| Perform a user-defined
action
| UserDefined |
NULL |<br>
| 16 | Create
Tickets
| Create new tickets based on this scrip's
template
| CreateTickets |
NULL |<br>
| 17 | Open
Tickets
| Open tickets on
correspondence
| AutoOpen |
NULL |<br>
| 18 | Notify AdminCCs and
Owners
| Sends mail to the administrative Ccs and
Owners
| Notify |
Owner,AdminCc |<br>
+----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+<br>
<br>
My scrips are:<br>
<br>
On Correspond Open Tickets with template Blank<br>
On Owner Change Notify Owner with template Transaction<br>
On Create External Autoreply To Requestors with template Autoreply<br>
On Create Notify AdminCcs with template Transaction<br>
*On Correspond Notify AdminCCs and Owners with template Admin Correspondence<br>
On Correspond Notify Other Recipients with template Correspondence<br>
On Comment Notify AdminCcs as Comment with template Admin Comment<br>
On Comment Notify Other Recipients as Comment with template Correspondence<br>
On Resolve with template<br>
On Create Internal Notify Requestors and Ccs with template Correspondence<br>
On Correspond User Defined with template Correspondence<br>
On Correspond User Defined with template Blank<br>
On Correspond Notify Requestors and Ccs with template Correspondence<br><br>
* The relevant scrip.<br>
<br>
I've looked this over multiple times and don't see anywhere that the
scrip is being duplicated. As far as I can tell, the action to notify
AdminCcs and Owners isn't removing the duplicate email addresses.<br>
<br>
Looking at the ticket, I only see a single email transaction being sent
out which makes me believe this isn't a duplication issue. The email
shows headers like:<br>
<br>
<pre>RT-Originator: <a href="mailto:jason@other-domain.tld" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">jason@other-domain.tld</a><br>To: <a href="mailto:jason@domain.tld" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">
jason@domain.tld</a><br>Bcc: <a href="mailto:jason@domain.tld" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">jason@domain.tld</a><br></pre>
<div><span class="gmail_quote">We are running RT v.3.4.2. <br>
<br>
Any thoughts on why the email is being duplicated?<br>
<br>
Thank You,<br><span class="sg">
<br>
Jason</span><span class="q"><br>
<br>
On 4/15/05, <b class="gmail_sendername">Vivek Khera</b> <<a href="mailto:vivek@khera.org" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">vivek@khera.org</a>> wrote:</span></span><span class="q">
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<br>Not sure why your searches didn't pull up the answer, but at the end of<br>the above message he ponders a "notify Owner and AdminCC" scrip, which<br>is exactly the right solution:<br><br>insert into<br>scripactions(name,description,execmodule,argument,creator,created,lastup
<br>datedby,lastupdated) values ('Notify Owner and AdminCc','Sends mail to<br>owner and AdminCCs','Notify','Owner,AdminCc',1,now(),1,now());<br><br>insert into<br>scripactions(name,description,execmodule,argument,creator,created,lastup
<br>datedby,lastupdated) values ('Notify Owner and AdminCc as<br>Comment','Sends mail to owner and AdminCCs as<br>comment','NotifyAsComment', 'Owner,AdminCc',1,now(),1,now());<br><br>
</blockquote></span></div><br>
</blockquote></div><br>