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

[Ken Crocker]

Softouch,

Have you created any scrips that activate when a ticket is created? 
Otherwise, that's crazy. I can't see any reason that the vanilla RT 
would ever do that. It doesn't make sense and I can't think of any 
configuration settings that would do it either. The only thing I can 
think of is some scrip that is doing it.

Kenn
LBNL

On 2/18/2010 9:49 PM, softouch wrote:
>
> 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.
>>> ------------------------------------------------------------------------
>>> 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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>>     
>
>   
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