Hi, Read Managing notification actions on http://requesttracker.wikia.com/wiki/ScripAction .
On Thu, Oct 20, 2011 at 8:47 PM, Thomas Smith <[email protected]> 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. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
