[rt-users] Two emails per ticket, please help me thin this down....
For every ticket action from a privileged user, we're getting two email messages. One is the comment, the other is the meta-transaction information (when a ticket is given to a user, and such.) My manager has asked if there is a way to trim that back to only the correspondence messages to lower the chatter in his mailbox. Anyone know if there is a scrip I need to modify to get the desired behaviour? -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Two emails per ticket, please help me thin this down....
On Thu, Jul 08, 2010 at 10:54:53AM -0700, Gary Greene wrote: For every ticket action from a privileged user, we're getting two email messages. One is the comment, the other is the meta-transaction information (when a ticket is given to a user, and such.) My manager has asked if there is a way to trim that back to only the correspondence messages to lower the chatter in his mailbox. Anyone know if there is a scrip I need to modify to get the desired behaviour? Sounds like you defined an On Transaction Notify AdminCcs with template Transaction Scrip. If you look at the message id of the email you don't want, it contains a scrip-id in the second to last part of the left hand side. -kevin pgp4UHNz2uxnj.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Two emails per ticket, please help me thin this down....
On 7/8/10 11:40 AM, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Jul 08, 2010 at 10:54:53AM -0700, Gary Greene wrote: For every ticket action from a privileged user, we're getting two email messages. One is the comment, the other is the meta-transaction information (when a ticket is given to a user, and such.) My manager has asked if there is a way to trim that back to only the correspondence messages to lower the chatter in his mailbox. Anyone know if there is a scrip I need to modify to get the desired behaviour? Sounds like you defined an On Transaction Notify AdminCcs with template Transaction Scrip. If you look at the message id of the email you don't want, it contains a scrip-id in the second to last part of the left hand side. -kevin Thanks for the tip. This helped me figure out what the cause was. We had On Owner Change, Notify Owner enabled. After removing that, it behaves how we want :) -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
