[rt-users] A reminder creates a ticket and sends email to queue watchers???

[gordon at cryologic.com]

Any scrips that apply to the source queue will apply to the reminders, 
which as you described, are just tickets in that queue. If you have 
queue AdminCCs they will typically receive all queue emails, including 
those generated for the reminder.

We created a new queue called Reminders and modified Reminders.pm in 
local/lib/RT to make sure all Reminder Tickets were created in the 
Reminders queue. This way we were able to control Reminder emails 
separately to the emails of the source queue.

Gordon


kschmitte wrote:
> Yes, I have some custom scrips. 
> There should be only one which can be causing this issue (looking at the
> list of agents getting the message):
> I have created a global notification for new Tickets to CCs (goal is to
> notify CCs of all queues in case of new tickets, our Agents will then get
> notified in case of new tickets and can AdminCC themselfes to this ticket if
> whished): 
> The settings are: 
>  - Condition:    On Create
>  - Action:         Notify CCs
>  - Template:     Global Template: Transaction
>  - Stage:          TransactionCreate
> 
> May this be the cause of the messages? Can it be that this notification
> needs to be local for each queue?
> (By the way - the same happens for the equivalent global scrip to notify
> AdminCCs)
> 
> From the RT book I can see that the "Emergency Support" contains a similar
> scrip - which seems to be bound to the queue...
> 
> Thanks!
> 
> Kai
> 
> 
> 
> Emmanuel Lacour wrote:
>> I use 3.8.1 now, but I used Reminders in 3.6.5 and don't remember this
>> issue.
>> Reminders are tickets of "Type" "reminder", standard tickets as
>> Type='ticket'.
>> do you have som custom scrips?
>>
>