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

[Todd Chapman]

On the srface this seems like a good idea, but there are
issues to consider. What RT sends out is based on the
configured templates. By not sending to some users who
are already Cc'd you risk that different users see
similar but probably different messages. RT 3.2 also
records all out-going e-mails. By not sending to some
users you will not have the positive confirmation that
e-mail was sent to a particular user.

-Todd

On Tue, Aug 03, 2004 at 06:38:28PM +0200, Cerion Armour-Brown wrote:
> On Tuesday 03 August 2004 16:14, Albert Dvornik wrote:
> > 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.)
> >
> Sounds like an excellent idea!
> I can't wait until it makes it into RT tho - would you mind mailing me your 
> code?
> Cheers,
> Cerion
> 
> P.S. Maybe worth mailing this one rt-devel
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com