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Softouch,<br>
<br>
Have you created any scrips that activate when a ticket is created?
Otherwise, that's crazy. I can't see any reason that the vanilla RT
would ever do that. It doesn't make sense and I can't think of any
configuration settings that would do it either. The only thing I can
think of is some scrip that is doing it.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 2/18/2010 9:49 PM, softouch wrote:
<blockquote cite="mid:27649982.post@talk.nabble.com" type="cite">
<pre wrap="">
Dear Ken,
lets assume that i have user A,B,C,D in my RT.
When User A is creating a ticket in the queue and making some one owner of
Ticket out of RT Members,
after ticket creation RT is showing Two Requester for this Ticket.
One is User A who actually created the Ticket.
Second randomly from B,C,D.
i am unable to understand that why and when second requester is inserted
inside the ticket. now when ever some correspondence is made with Requester
, RT is sending Email to Two Requester.
Hope i have explained my problem more precisely.
Thanks,
R i Z
Ken Crocker wrote:
</pre>
<blockquote type="cite">
<pre wrap="">Softouch,
Your question is a bit vague. Are you having a problem segregating
notifications? A problems distinguishing the difference between a ticket
"Creator" and a Ticket "Requestor"?
There are several relationships a user can have with a ticket. At the
"Queue" level, they can be a watcher (either AdminCc or Cc). That
implies that they want whatever notifications you set to go out for ALL
tickets in that Queue. Then there are the "Ticket" watchers, which
includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket)
and Requestors (of which there can be MANY per ticket). These watchers
are called "Roles" which are basically "Psuedo" groups. The can have
rights just like "User-defined" groups for a particular Queue and even
globally. A "Creator" is neither a role or psuedo group of any kind and
therefore /cannot have any rights/.nor be a /selected recipient of a
notification/. A Ticket "Creator" is merely a ticket level field that
retains the ID number of the user that /actually created/ (Via email or
WebUI) the ticket and this user can be a different user than the Owner
OR Requestor(s). You can display this persons User Name/Email address in
any Query, however.
Please define more succinctly exactly what your problem is and I'll try
to help.
Kenn
LBNL
On 2/18/2010 4:15 AM, softouch wrote:
</pre>
<blockquote type="cite">
<pre wrap="">Hello. whenever my RT users are creating ticket in some queue, ticket
is created by two owners. one who is actually creating the ticket and
other it selects randomly between different RT Admins. please help me
to sort out the reason of this issue. R i Z.
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View this message in context: Pls urgent help about double requestors
for each new ticket
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