[rt-users] Pls urgent help about double requestors for each new ticket

[Ken Crocker]

Softouch,

Your question is a bit vague. Are you having a problem segregating 
notifications? A problems distinguishing the difference between a ticket 
"Creator" and a Ticket "Requestor"?
There are several relationships a user can have with a ticket. At the 
"Queue" level, they can be a watcher (either AdminCc or Cc). That 
implies that they want whatever notifications you set to go out for ALL 
tickets in that Queue. Then there are the "Ticket" watchers, which 
includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) 
and Requestors (of which there can be MANY per ticket). These watchers 
are called "Roles" which are basically "Psuedo" groups. The can have 
rights just like "User-defined" groups for a particular Queue and even 
globally. A "Creator" is neither a role or psuedo group of any kind and 
therefore /cannot have any rights/.nor be a /selected recipient of a 
notification/. A Ticket "Creator" is merely a ticket level field that 
retains the ID number of the user that /actually created/ (Via email or 
WebUI) the ticket and this user can be a different user than the Owner 
OR Requestor(s). You can display this persons User Name/Email address in 
any Query, however.
Please define more succinctly exactly what your problem is and I'll try 
to help.

Kenn
LBNL

On 2/18/2010 4:15 AM, softouch wrote:
> Hello. whenever my RT users are creating ticket in some queue, ticket 
> is created by two owners. one who is actually creating the ticket and 
> other it selects randomly between different RT Admins. please help me 
> to sort out the reason of this issue. R i Z.
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> View this message in context: Pls urgent help about double requestors 
> for each new ticket 
> <http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html>
> Sent from the Request Tracker - User mailing list archive 
> <http://old.nabble.com/Request-Tracker---User-f572.html> at Nabble.com.
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