<div dir="ltr">The simplest solution is that the administrator manually removes themselves as a requestor when putting in their own tickets. The simplest coding for this solution (unless your administrator is willing to do this manually on every ticket creation) is<span style="line-height:1.5;font-size:13.1999998092651px"> to write a scrip on this queue that runs on ticket creation time and manually removes the administrator's address if it appears in the list of requestors.</span><div><br></div><div>Let me know if that's not an acceptable solution, and we can work further on the scrips that filter the emails.</div></div><br><div class="gmail_quote">On Sun, 1 Mar 2015 at 00:17 Daniel Moore <<a href="mailto:Daniel.Moore@osbornewood.com">Daniel.Moore@osbornewood.com</a>> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
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<p class="MsoNormal">Hello,<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></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.
<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">My question is in two parts (Code will be included at the ends):<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p style="margin-left:20.25pt">
<u></u><span>1)<span style="font:7.0pt "Times New Roman"">
</span></span><u></u>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?<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">OR<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p style="margin-left:20.25pt">
<u></u><span>2)<span style="font:7.0pt "Times New Roman"">
</span></span><u></u>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 ?<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Here’s the coding for question number one:<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Description: Notify AdminCc only if not Requestor<u></u><u></u></p>
<p class="MsoNormal">Condition: User Defined<u></u><u></u></p>
<p class="MsoNormal">Action: Notify AdminCcs<u></u><u></u></p>
<p class="MsoNormal">Template: Custom<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Custom Condition:<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">First set of code I tried by using another example:<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">my $trans = $self->TransactionObj;<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">return 1 unless $Ticket->RequestorAddresses eq $Ticket->QueueObj->AdminCcAddresses;<u></u><u></u></p>
<p class="MsoNormal">Return 1;<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Second code:<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">my $trans = $self->TransactionObj;<u></u><u></u></p>
<p class="MsoNormal">my $admincc = $self->QueueObj->AdminCcAddresses;<u></u><u></u></p>
<p class="MsoNormal">my $requestor = $self->RequestorAddresses;<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">return 0 unless $requestor == RT::Nobody->id;<u></u><u></u></p>
<p class="MsoNormal">return 1;<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">If somone could help me get the coding down that would be great. I don’t fully understand Perl yet.<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">V/R,<u></u><u></u></p>
<p class="MsoNormal"><b><u></u> <u></u></b></p>
<p class="MsoNormal"><b>Daniel Moore<u></u><u></u></b></p>
<p class="MsoNormal">IT Systems Technician<u></u><u></u></p>
<p class="MsoNormal">Osborne Wood Products, Inc.<u></u><u></u></p>
<p class="MsoNormal"><img width="153" height="65" src="cid:image001.jpg@01D0532E.1EF2BD10" alt="http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg"><u></u><u></u></p>
<p class="MsoNormal">P: 706.282.5764<u></u><u></u></p>
<p class="MsoNormal">F: 888.777.4304<u></u><u></u></p>
<p class="MsoNormal"><a href="http://www.osbornewood.com" target="_blank">http://www.osbornewood.com</a><u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
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