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

[softouch]

Dear Ken,

lets assume that i have user A,B,C,D in my RT.


When User A is creating a ticket in the queue and making some one owner of
Ticket out of RT Members,
after ticket creation RT is showing Two Requester for this Ticket.

One is User A who actually created the Ticket.
Second randomly from B,C,D. 

i am unable to understand that why and when second requester is inserted
inside the ticket. now when ever some correspondence is made with Requester
, RT is sending Email to Two Requester.


Hope i have explained my problem more precisely.

Thanks,

R i Z 



Ken Crocker wrote:
> 
> 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 
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