[rt-users] Multiple emails being sent for single update to tickets

Ruslan Zakirov ruz at bestpractical.com
Thu Oct 20 17:31:57 EDT 2011


Read Managing notification actions on
http://requesttracker.wikia.com/wiki/ScripAction .

On Thu, Oct 20, 2011 at 8:47 PM, Thomas Smith <theitsmith at gmail.com> wrote:
> Hi,
> I'm using RT 4.0.2 and I noticed some email behavior that seems unusual to me.
> What's happening is when someone posts a reply to a ticket, anyone
> who's listed on the People tab will be emailed in a single email
> (Requestors and CCed people, I haven't tested it with AdminCCs). If,
> on the same reply, someone is added to the "One-time CC" list, this
> will generate a second email that only goes to that person or persons.
> I also have default AdminCCs placed on this particular queue--the
> AdminCCs are emailed on the same reply (which is expected), but RT
> generates a _third_ email that only goes to the AdminCC.
> Is this behavior considered normal for RT? Or is there a setting
> somewhere that can be changed to alter it?
> It would seem more normal to me that a single email (instead of three)
> would be generated that would include anyone on the People tab, those
> listed in the one-time CC and BCC fields on the reply, and the AdminCC
> for the queue. Having these emails generate separately creates
> confusion sometimes--the one-time CC or BCC users don't see who else
> the email was sent to, nor do the AdminCCs for the queue, unless they
> look at the ticket in the web UI... And only then if they have access
> to view the emails.
> Regards,
> ~ Tom
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011

Best regards, Ruslan.

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