[rt-users] not sending notifications to users that already re ceived them

Brett Barnhart BrettB at hkusa.com
Tue Aug 3 10:18:08 EDT 2004

We do it the opposite as you.

Let RT figure out who to mail to. You can have it automatically add CC
people to the Ticket.

So instead of replying to the long list, just reply to the RT address.

> -----Original Message-----
> From: Albert Dvornik [mailto:bert+rt at rti.com]
> Sent: Tuesday, August 03, 2004 9:14 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] not sending notifications to users that already
> received them
> Hi, folks.
> I'm putting an RT server into production to help handle our support.
> I would like to keep it as simple as possible to correspond with users
> by e-mail, without using the Web interface, and have RT do the right
> thing.  (I'm *way* too addicted to my Emacs...)
> One current snag with this is the behavior of the notification scrip
> actions.  They always send mail to all selected recipients
> (Requestors, Ccs, etc) for the ticket, even if the transaction was the
> result of sending mail to both RT and those recipients.
> I created a set of scrip actions based on RT::Action::Notify that
> strip out the mail To and Cc addresses from the list of destinations
> for the current mail message.  Are patches welcome? =)  And if so,
> should I send a patch against RT::Action::Notify, or a patch that adds
> a bunch more script actions for "Notify Non-Mailed ..."?  (The former
> makes more sense to me, but perhaps not everyone would agree.)
> --bert
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