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

[softouch]

Hello Ken,

i have following scrips when some ticket is created

        3      On Create Autoreply To Requestors 	TransactionCreate 	On
Create 	Autoreply To Requestors 	Autoreply
	4 	On Create Notify AdminCcs 	        TransactionCreate 	On Create 	Notify
AdminCcs 	                Transaction
	15 	On Create Notify Other Recipients 	TransactionCreate 	On Create 	Notify
Other Recipients 	        Transaction
	13 	On Create Notify Owner 	        TransactionCreate 	On Create 	Notify
Owner 	                Transaction

R i Z.







Ken Crocker wrote:
> 
> 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 
>>>> 
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>>>>  at Nabble.com.
>>>> ------------------------------------------------------------------------
>>>>
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>>>     
>>
>>   
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 2010 RT Training Sessions!
> San Francisco, CA, USA - Feb 22 & 23
> Dublin, Ireland - Mar 15 & 16
> Boston, MA, USA - April 5 & 6
> Washington DC, USA - Oct 25 & 26
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

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