[rt-users] Reg ... Duplicate emails receiving from RT
Hi All, Please suggest me how to stop duplicate emails which are receiving from RT. Thanks, Surendra RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Reg ... Duplicate emails receiving from RT
Surendra, Lots of possibilities here. You could have the same user as an Owner and Requestor and AdminCc and scrips to send all Those roles/watchers emails. OR you could have them listed as Queue Watchers Cc's and also added them as Cc's at the ticket level. OR someone doing a Reply adds them in as Cc's and you have the scrip Notify Others enabled. I'd need to know what scrips are running at the Global and Queue level and an example of the People listed when you do a reply on a ticket. In other words, I need more info to accurately help you. Kenn LBNL On Fri, Sep 24, 2010 at 8:57 AM, Surendra Adusumilli sadusumi...@zetainteractive.com wrote: Hi All, Please suggest me how to stop duplicate emails which are receiving from RT. Thanks, Surendra RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Reg ... Duplicate emails receiving from RT
Hi Kenn, In this scenario even requestor is also getting the duplicate emails. Thanks, Surendra From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Friday, September 24, 2010 11:05 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT Surendra, Lots of possibilities here. You could have the same user as an Owner and Requestor and AdminCc and scrips to send all Those roles/watchers emails. OR you could have them listed as Queue Watchers Cc's and also added them as Cc's at the ticket level. OR someone doing a Reply adds them in as Cc's and you have the scrip Notify Others enabled. I'd need to know what scrips are running at the Global and Queue level and an example of the People listed when you do a reply on a ticket. In other words, I need more info to accurately help you. Kenn LBNL On Fri, Sep 24, 2010 at 8:57 AM, Surendra Adusumilli sadusumi...@zetainteractive.com wrote: Hi All, Please suggest me how to stop duplicate emails which are receiving from RT. Thanks, Surendra RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Reg ... Duplicate emails receiving from RT
Surendra, Did you check to see if the Requestor is listed in any other role or as a ticket Cc in the email that created the ticket, etc Kenn LBNL On Fri, Sep 24, 2010 at 11:21 AM, Surendra Adusumilli sadusumi...@zetainteractive.com wrote: Hi Kenn, In this scenario even requestor is also getting the duplicate emails. Thanks, Surendra *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* Friday, September 24, 2010 11:05 PM *To:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Reg ... Duplicate emails receiving from RT Surendra, Lots of possibilities here. You could have the same user as an Owner and Requestor and AdminCc and scrips to send all Those roles/watchers emails. OR you could have them listed as Queue Watchers Cc's and also added them as Cc's at the ticket level. OR someone doing a Reply adds them in as Cc's and you have the scrip Notify Others enabled. I'd need to know what scrips are running at the Global and Queue level and an example of the People listed when you do a reply on a ticket. In other words, I need more info to accurately help you. Kenn LBNL On Fri, Sep 24, 2010 at 8:57 AM, Surendra Adusumilli sadusumi...@zetainteractive.com wrote: Hi All, Please suggest me how to stop duplicate emails which are receiving from RT. Thanks, Surendra RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Reg ... Duplicate emails receiving from RT
Yes Kenn, I verified and observed that his email address is not in CC or not in other role. He is only the requestor. Thanks, Surendra From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Saturday, September 25, 2010 12:12 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT Surendra, Did you check to see if the Requestor is listed in any other role or as a ticket Cc in the email that created the ticket, etc Kenn LBNL On Fri, Sep 24, 2010 at 11:21 AM, Surendra Adusumilli sadusumi...@zetainteractive.com wrote: Hi Kenn, In this scenario even requestor is also getting the duplicate emails. Thanks, Surendra From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Friday, September 24, 2010 11:05 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT Surendra, Lots of possibilities here. You could have the same user as an Owner and Requestor and AdminCc and scrips to send all Those roles/watchers emails. OR you could have them listed as Queue Watchers Cc's and also added them as Cc's at the ticket level. OR someone doing a Reply adds them in as Cc's and you have the scrip Notify Others enabled. I'd need to know what scrips are running at the Global and Queue level and an example of the People listed when you do a reply on a ticket. In other words, I need more info to accurately help you. Kenn LBNL On Fri, Sep 24, 2010 at 8:57 AM, Surendra Adusumilli sadusumi...@zetainteractive.com wrote: Hi All, Please suggest me how to stop duplicate emails which are receiving from RT. Thanks, Surendra RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Reg ... Duplicate emails receiving from RT
On Sat, Sep 25, 2010 at 12:23:57AM +0530, Surendra Adusumilli wrote: Yes Kenn, I verified and observed that his email address is not in CC or not in other role. He is only the requestor. Please provide the Message-ID from both emails sent to the requestor -kevin pgpmcgCKHFlpk.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Reg ... Duplicate emails receiving from RT
Hi Kevin, Thanks for your information, Please let me know in what area I have to debog. I am new to this. Thanks, Surendra -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Saturday, September 25, 2010 1:28 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT On Sat, Sep 25, 2010 at 12:45:41AM +0530, Surendra Adusumilli wrote: Hi Kevin, Below are the message ID's and bothe are went to requestor for same reply with same content. 1. Message-ID: rt-3.8.2-2820-1285295987-1917.286420-...@rt.zetainteractive.com 2. Message-ID: rt-3.8.2-3295-1285295987-831.286420-...@rt.zetainteractive.com That says that scrip 6 is running twice, but from 2 different processes during the same second. It is worth turning your RT logging up above info, possible to debug, and triggering a correspond. You'll get a lot of detailed information about which scrips are choosing to run and why and what mail is generated. -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Saturday, September 25, 2010 12:34 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT On Sat, Sep 25, 2010 at 12:23:57AM +0530, Surendra Adusumilli wrote: Yes Kenn, I verified and observed that his email address is not in CC or not in other role. He is only the requestor. Please provide the Message-ID from both emails sent to the requestor -kevin RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Reg ... Duplicate emails receiving from RT
Thanks for your information, Please let me know in what area I have to debog. I am new to this. Kevin suggested you change your log level in RT_SiteConfig to debug, no actual code debugging required yet. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Reg ... Duplicate emails receiving from RT
Surendra, Do you have any notification scrips for that particular Queue, as opposed to just the Global notifications? You should also check each scrip to see what action they are doing. One might have been changed and is doing the same thing as some other scrip. Kenn LBNL On Fri, Sep 24, 2010 at 1:06 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: Thanks for your information, Please let me know in what area I have to debog. I am new to this. Kevin suggested you change your log level in RT_SiteConfig to debug, no actual code debugging required yet. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Reg ... Duplicate emails receiving from RT
Hi Kenn, I will verify and let you know the details. Thanks, Surendra From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Saturday, September 25, 2010 2:48 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT Surendra, Do you have any notification scrips for that particular Queue, as opposed to just the Global notifications? You should also check each scrip to see what action they are doing. One might have been changed and is doing the same thing as some other scrip. Kenn LBNL On Fri, Sep 24, 2010 at 1:06 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: Thanks for your information, Please let me know in what area I have to debog. I am new to this. Kevin suggested you change your log level in RT_SiteConfig to debug, no actual code debugging required yet. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
