[rt-users] Mass email creating Tickets

Thomas, Adam (Lakefield) Adam.Thomas at sgs.com
Tue Jun 3 17:01:37 EDT 2014

I have already tried that but the administrator is giving a hard time about it :/

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-------- Original message --------
From: Jon Witts <jwitts at queenmargarets.com>
Date: 06-03-2014 4:49 PM (GMT-05:00)
To: rt-users at lists.bestpractical.com,"Thomas, Adam (Lakefield)" <Adam.Thomas at sgs.com>
Subject: RE: [rt-users] Mass email creating Tickets

Would it not be easier to remove your queue email from the distribution list; or am missing something?


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-----Original Message-----
From: AdamThomas [adam.thomas at sgs.com]
Received: Tuesday, 03 Jun 2014, 20:52
To: rt-users at lists.bestpractical.com [rt-users at lists.bestpractical.com]
Subject: [rt-users] Mass email creating Tickets

Hi Guys I am fairly new to this RT stuff but a question I have is about
scrips. I need a way to stop a ticket from being created when the email
address provided is on a mass email. I have an email address which is used
for users to send in a ticket, but the email is also on a countrywide
distribution list which HR, Health and safety, etc use, everytime they send
a mass email to everyone it creates a ticket in my RT. In my scrips I am
able to change statuses depending on queues etc but when writing a scrip to
sort this out I am stuck.

I figure if I am able to say "Email was sent to more than one person"
therefore update status to "deleted".

However, I am unsure on how to do such a thing. Any ideas?


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