I thought of this scenario already, but I created the ticket from another external email address which is separate from my work one which RT Responds to. I am the owner of the ticket data is merged with and hence I get one email but I have a feeling it may be emailing twice as there is two tickets which become one and effectively I become the owner of both. <br>
<br>But it reports the ID# of the only remaining ticket in both emails. <br><br><div class="gmail_quote">On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker <span dir="ltr"><<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">Aaron,<br>
<br>
<br>
Are the persons getting the Email in more than 1 role? FOr example; If I am the Requestor & the Owner and someone merges a ticket into mine am I getting 1 email as requestor and 1 as owner? Just a thought.<br>
<br>
Kenn<br>
LBNL<div class="Ih2E3d"><br>
<br>
On 2/26/2009 3:17 PM, Aaron Guise wrote:<br>
</div><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"><div class="Ih2E3d">
<br>
<br>
---------- Forwarded message ----------<br>
From: *Aaron Guise* <<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a>>><br>
Date: Fri, Feb 27, 2009 at 12:17 PM<br>
Subject: Re: [rt-users] A little Scrip help<br></div><div class="Ih2E3d">
To: Kenneth Crocker <<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a>>><br>
<br>
<br>
Yeah, Have double checked all of those scrips/templates again. The only one that nets an output matching that is the MergeNotifier Template. Looking in the RT interface for the ticket it shows that the same email sent twice one second apart.<br>
<br>
I even disabled a whole bunch of other scrips which may have sent a duplicate message but still to no avail. This just shouldn't be happening from what I can tell.<br>
<br>
*Regards,*<br>
<br>
*Aaron Guise<br>
027 212 6638<br></div><div class="Ih2E3d">
<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a>><br>
*<br>
<br>
<br>
<br></div><div class="Ih2E3d">
On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker <<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a>>> wrote:<br>
<br>
Aaron,<br>
<br>
<br></div><div class="Ih2E3d">
Check to see if there are other scrips that are initiated<br>
with an owner change or ticket creation, etc. Is the template<br>
wording the same? Perhaps different wording for templates used by<br>
different scrips will give you a clue.<br>
<br>
<br>
Kenn<br>
LBNL<br>
<br>
<br>
On 2/26/2009 12:46 PM, Aaron Guise wrote:<br>
<br>
Hi,<br>
<br>
I have just now amended our RT_SiteConfig with<br>
Set($UseTransactionBatch, 1);<br>
<br>
Unfortunately it still triggered two emails. The scrip itself<br>
is set to use transaction batch. I have posted a screenshot here<br>
with the whole configuration of that particular scrip.<br>
<br>
<br>
*Regards,*<br>
<br>
*Aaron Guise<br>
027 212 6638<br>
<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a>><br></div><div class="Ih2E3d">
<mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a>>><br></div><div class="Ih2E3d">
*<br>
<br>
<br>
<br>
<br>
On Fri, Feb 27, 2009 at 8:04 AM, Kenneth Crocker<br>
<<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a>><br></div><div><div></div><div class="Wj3C7c">
<mailto:<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a>>>> wrote:<br>
<br>
Aaron,<br>
<br>
<br>
You need to turn on TransactionBatch in your<br>
RT_SiteConfig.pm<br>
file in /RTHOME/etc directory. That should allow you to use that<br>
stage option.<br>
<br>
<br>
Kenn<br>
LBNL<br>
<br>
<br>
On 2/26/2009 10:33 AM, Aaron Guise wrote:<br>
<br>
If set to transaction batch which is marked Transaction<br>
Batch(Disabled) it seems the script is just disabled as<br>
no email<br>
is sent.<br>
<br>
On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish Bassaliel<br>
<<a href="mailto:c_apotla@qualcomm.com" target="_blank">c_apotla@qualcomm.com</a> <mailto:<a href="mailto:c_apotla@qualcomm.com" target="_blank">c_apotla@qualcomm.com</a>><br>
<mailto:<a href="mailto:c_apotla@qualcomm.com" target="_blank">c_apotla@qualcomm.com</a> <mailto:<a href="mailto:c_apotla@qualcomm.com" target="_blank">c_apotla@qualcomm.com</a>>><br>
<mailto:<a href="mailto:c_apotla@qualcomm.com" target="_blank">c_apotla@qualcomm.com</a><br>
<mailto:<a href="mailto:c_apotla@qualcomm.com" target="_blank">c_apotla@qualcomm.com</a>> <mailto:<a href="mailto:c_apotla@qualcomm.com" target="_blank">c_apotla@qualcomm.com</a><br>
<mailto:<a href="mailto:c_apotla@qualcomm.com" target="_blank">c_apotla@qualcomm.com</a>>>>><br>
<br>
wrote:<br>
<br>
<br>
________________________________________<br>
From: Potla, Ashish Bassaliel<br>
Sent: Thursday, February 26, 2009 5:59 PM<br>
To: Aaron Guise<br>
Subject: RE: [rt-users] A little Scrip help<br>
<br>
Is the scrip set to 'Transaction Batch' or<br>
'Transaction Create'?<br>
Set it to Transaction Batch.<br>
<br>
-Ashish<br>
________________________________________<br>
From: <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a><br>
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<br>
[<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a><br>
<mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>><br>
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<mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>>><br>
<mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a><br>
<mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>><br>
<mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a><br></div></div><div><div></div><div class="Wj3C7c">
<mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>>>>] On Behalf Of<br>
Aaron Guise [<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a><br>
<mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a>> <mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a><br>
<mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a>>><br>
<mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a>><br>
<mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz" target="_blank">aaron@guise.net.nz</a>>>>]<br>
<br>
<br>
Sent: Thursday, February 26, 2009 4:02 PM<br>
To: <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
<mailto:<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a>><br>
<mailto:<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
<mailto:<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a>>><br>
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<mailto:<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a>>>><br>
<br>
Subject: [rt-users] A little Scrip help<br>
<br>
Hi,<br>
<br>
I have implemented a scrip to notify the owner in the<br>
event<br>
someone<br>
else merges data into one of their tickets. All works<br>
well<br>
but alas<br>
it actually sends the notification twice. There is<br>
probably<br>
a real<br>
simple answer but it is baffling me. Have just ignored it<br>
the last<br>
few months but now I am a little beyond that.<br>
<br>
The scrip used is noted below;<br>
<br>
my $txn = $self->TransactionObj;<br>
return undef unless $txn->Type =~ /^AddLink$/i;<br>
return undef unless $txn->Field =~ /^MergedInto$/i;<br>
return 1;<br>
<br>
Any assistance in stopping this will be greatly<br>
appreciated.<br>
<br>
--<br>
Regards<br>
<br>
Aaron<br>
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