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<p class="MsoNormal">Hello,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I have an administrator here in my department that is a Queue Admin CC but he also puts in a lot of tickets for special requests from our contractors. He is then the Queue Admin CC and the Requestor. Also, the contractors have a group email
address that is also the admin cc. Therefore, he ends up getting multiple emails for one ticket. I have tried the coding from the “Notifications Tuning” that is supposed to limit the emails sent out if they are the same for multiple fields; however, that did
not work as expected. I fixing the queue and making a new group that includes the individual set of contractors so that he doesn’t get emails that way, but that’s not what he wants.
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">My question is in two parts (Code will be included at the ends):<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoListParagraph" style="margin-left:20.25pt;text-indent:-.25in;mso-list:l0 level1 lfo1">
<![if !supportLists]><span style="mso-list:Ignore">1)<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>How can perform a custom condition in the scrips for the queue to not send an email to admin Cc if his email address matches the requestor?<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">OR<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoListParagraph" style="margin-left:20.25pt;text-indent:-.25in;mso-list:l0 level1 lfo1">
<![if !supportLists]><span style="mso-list:Ignore">2)<span style="font:7.0pt "Times New Roman"">
</span></span><![endif]>If I reverse my settings and take him off of admin CC and put him back in the group, how can I check for his email address and code it only to send one email address ?<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Here’s the coding for question number one:<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Description: Notify AdminCc only if not Requestor<o:p></o:p></p>
<p class="MsoNormal">Condition: User Defined<o:p></o:p></p>
<p class="MsoNormal">Action: Notify AdminCcs<o:p></o:p></p>
<p class="MsoNormal">Template: Custom<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Custom Condition:<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">First set of code I tried by using another example:<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">my $trans = $self->TransactionObj;<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">return 1 unless $Ticket->RequestorAddresses eq $Ticket->QueueObj->AdminCcAddresses;<o:p></o:p></p>
<p class="MsoNormal">Return 1;<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Second code:<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">my $trans = $self->TransactionObj;<o:p></o:p></p>
<p class="MsoNormal">my $admincc = $self->QueueObj->AdminCcAddresses;<o:p></o:p></p>
<p class="MsoNormal">my $requestor = $self->RequestorAddresses;<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">return 0 unless $requestor == RT::Nobody->id;<o:p></o:p></p>
<p class="MsoNormal">return 1;<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">If somone could help me get the coding down that would be great. I don’t fully understand Perl yet.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">V/R,<o:p></o:p></p>
<p class="MsoNormal"><b><o:p> </o:p></b></p>
<p class="MsoNormal"><b>Daniel Moore<o:p></o:p></b></p>
<p class="MsoNormal">IT Systems Technician<o:p></o:p></p>
<p class="MsoNormal">Osborne Wood Products, Inc.<o:p></o:p></p>
<p class="MsoNormal"><img width="153" height="65" id="Picture_x0020_3" src="cid:image001.jpg@01D0532E.1EF2BD10" alt="http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg"><o:p></o:p></p>
<p class="MsoNormal">P: 706.282.5764<o:p></o:p></p>
<p class="MsoNormal">F: 888.777.4304<o:p></o:p></p>
<p class="MsoNormal">http://www.osbornewood.com<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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