[rt-users] Notifying Owners and AdminCcs without duplication

[Jason Grigsby]

This is exactly what I thought I would need to do to solve this problem 
today when I ran into the same thing. I had already done something similar 
for a different scripaction so I was familiar with modifying the database. 
However, it isn't reducing the duplicate emails. I still receive two emails. 
Looking at the sent email record, it is sending it to me in the To and Bcc 
fields.

My scripactions tables looks like:

mysql> select id,name,description,execmodule,argument from ScripActions;
+----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+
| id | name | description | execmodule | argument |
+----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+
| 1 | Autoreply To Requestors | Always sends a message to the requestors 
independent of message sender | Autoreply | Requestor |
| 2 | Notify Requestors | Sends a message to the requestors | Notify | 
Requestor |
| 3 | Notify Owner as Comment | Sends mail to the owner | NotifyAsComment | 
Owner |
| 4 | Notify Owner | Sends mail to the owner | Notify | Owner |
| 5 | Notify Ccs as Comment | Sends mail to the Ccs as a comment | 
NotifyAsComment | Cc |
| 6 | Notify Ccs | Sends mail to the Ccs | Notify | Cc |
| 7 | Notify AdminCcs as Comment | Sends mail to the administrative Ccs as a 
comment | NotifyAsComment | AdminCc |
| 8 | Notify AdminCcs | Sends mail to the administrative Ccs | Notify | 
AdminCc |
| 9 | Notify Requestors and Ccs as Comment | Send mail to requestors and Ccs 
as a comment | NotifyAsComment | Requestor,Cc |
| 10 | Notify Requestors and Ccs | Send mail to requestors and Ccs | Notify 
| Requestor,Cc |
| 11 | Notify Requestors, Ccs and AdminCcs as Comment | Send mail to all 
watchers as a "comment" | NotifyAsComment | All |
| 12 | Notify Requestors, Ccs and AdminCcs | Send mail to all watchers | 
Notify | All |
| 13 | Notify Other Recipients as Comment | Sends mail to explicitly listed 
Ccs and Bccs | NotifyAsComment | OtherRecipients |
| 14 | Notify Other Recipients | Sends mail to explicitly listed Ccs and 
Bccs | Notify | OtherRecipients |
| 15 | User Defined | Perform a user-defined action | UserDefined | NULL |
| 16 | Create Tickets | Create new tickets based on this scrip's template | 
CreateTickets | NULL |
| 17 | Open Tickets | Open tickets on correspondence | AutoOpen | NULL |
| 18 | Notify AdminCCs and Owners | Sends mail to the administrative Ccs and 
Owners | Notify | Owner,AdminCc |
+----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+

My scrips are:

On Correspond Open Tickets with template Blank
On Owner Change Notify Owner with template Transaction
On Create External Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Transaction
*On Correspond Notify AdminCCs and Owners with template Admin Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Comment Notify Other Recipients as Comment with template Correspondence
On Resolve with template
On Create Internal Notify Requestors and Ccs with template Correspondence
On Correspond User Defined with template Correspondence
On Correspond User Defined with template Blank
On Correspond Notify Requestors and Ccs with template Correspondence

* The relevant scrip.

I've looked this over multiple times and don't see anywhere that the scrip 
is being duplicated. As far as I can tell, the action to notify AdminCcs and 
Owners isn't removing the duplicate email addresses.

Looking at the ticket, I only see a single email transaction being sent out 
which makes me believe this isn't a duplication issue. The email shows 
headers like:

RT-Originator: jason at other-domain.tld
To: jason at domain.tld
Bcc: jason at domain.tld

We are running RT v.3.4.2. 

Any thoughts on why the email is being duplicated?

Thank You,

Jason

On 4/15/05, Vivek Khera <vivek at khera.org> wrote:
> 
> 
> Not sure why your searches didn't pull up the answer, but at the end of
> the above message he ponders a "notify Owner and AdminCC" scrip, which
> is exactly the right solution:
> 
> insert into
> scripactions(name,description,execmodule,argument,creator,created,lastup
> datedby,lastupdated) values ('Notify Owner and AdminCc','Sends mail to
> owner and AdminCCs','Notify','Owner,AdminCc',1,now(),1,now());
> 
> insert into
> scripactions(name,description,execmodule,argument,creator,created,lastup
> datedby,lastupdated) values ('Notify Owner and AdminCc as
> Comment','Sends mail to owner and AdminCCs as
> comment','NotifyAsComment', 'Owner,AdminCc',1,now(),1,now());
> 
>
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