[rt-users] Notifying Owners and AdminCcs without duplication

[Jason Grigsby]

I think I made the fatal mistake of emailing this right before a holiday. At 
the risk of annoying everyone, I thought I might resend it to see if anyone 
had insights into why making these changes hasn't eliminated the duplicate 
emails. Thanks in advance for any help you can provide.

-Jason

On 9/2/05, Jason Grigsby <jason.grigsby at gmail.com> wrote:
> 
> 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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