Greetings, I've got some issues with my RT instance (3.6.6) that I can't solve after reading the Wiki. I am sure I missed the part containing the answer, though.
Before I had a group of support personnel (A, B, C, D) that needed to be apprised of everything that happened in the customer support queue. So I went and made them all AdminCC's on the queue, and that worked fine. Howver, C and D are developers, and does not want to be bothered by irrelevant tickets. So I kept A and B as queue AdminCC's, but dropped C and D, though they still have permissions on the queue to own tickets. The permissions on the queue for the group A,B,C and D belong to is: AssignCustomFields CommentOnTicket CreateTicket DeleteTicket ModifyQueueWatchers ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments StealTicket TakeTicket Watch WatchAsAdminCc So now C and D gets no notifications of new tickets, while A and B gets all notifications of all tickets on the queue, which is exactly what was wanted. However, last week one of the developers D complained that he's getting no replies to tickets he's an owner of. Upon investigation I found that emails are only being sent to the AdminCC's, and not the Owner of a ticket. To remedy this, I added a scrip to send a notifcation to the owner on correspond or comment. This made D happy, as he now gets all replies. But A and B gets two replies if they are both AdminCC's and Owners, once from the mail-to-AdminCC scrip and once from the mail-to-Owner scrip. If I remove one of the two roles from the Reply-To screen, both are dropped, and if I add them back in, both roles are added back in. How can I disable sending duplicates like this? Thanks :) Braam van Heerden Conversant Systems (Pty) Ltd Tel: +27 11 782 2930 Cell: +27 82 336 4643 Skype: braamvh _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
