[rt-users] Preventing duplicate emails

Kenneth Marshall ktm at rice.edu
Wed Dec 7 11:55:58 EST 2016

On Wed, Dec 07, 2016 at 11:46:44AM -0500, Alex Hall wrote:
> Hello list,
> Is there an example of a script to prevent duplicate emails? We often have
> users adding an owner as a CC, or adding someone as a CC and a one-time CC,
> or for other reasons adding someone to a ticket multiple times. I've
> accepted that user training won't solve this completely, so is there an
> example of a script that will? Some way to prevent identical emails going
> to one person more than once? Or, given that this would be one script and
> thus couldn't access the details of other scripts when a transaction
> happens, is this simply not possible? Thanks for any ideas.

Hi Alex,

You will need to check your notification workflows and change the scrips
to prevent duplications. We have had similar complaints about duplicate
notifications, but each scrip was working correctly. One was to address
this is to use a scrip with much more internal logic to control who gets
sent what. Then you would only get a single Email, unless your scrip
has a bug.


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