Re: [rt-users] Pls urgent help about double requestors for each new ticket
Softouch, Have you created any scrips that activate when a ticket is created? Otherwise, that's crazy. I can't see any reason that the vanilla RT would ever do that. It doesn't make sense and I can't think of any configuration settings that would do it either. The only thing I can think of is some scrip that is doing it. Kenn LBNL On 2/18/2010 9:49 PM, softouch wrote: Dear Ken, lets assume that i have user A,B,C,D in my RT. When User A is creating a ticket in the queue and making some one owner of Ticket out of RT Members, after ticket creation RT is showing Two Requester for this Ticket. One is User A who actually created the Ticket. Second randomly from B,C,D. i am unable to understand that why and when second requester is inserted inside the ticket. now when ever some correspondence is made with Requester , RT is sending Email to Two Requester. Hope i have explained my problem more precisely. Thanks, R i Z Ken Crocker wrote: Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Pls urgent help about double requestors for each new ticket
Hello Ken, i have following scrips when some ticket is created 3 On Create Autoreply To RequestorsTransactionCreate On Create Autoreply To Requestors Autoreply 4 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcsTransaction 15 On Create Notify Other Recipients TransactionCreate On Create Notify Other RecipientsTransaction 13 On Create Notify Owner TransactionCreate On Create Notify Owner Transaction R i Z. Ken Crocker wrote: Softouch, Have you created any scrips that activate when a ticket is created? Otherwise, that's crazy. I can't see any reason that the vanilla RT would ever do that. It doesn't make sense and I can't think of any configuration settings that would do it either. The only thing I can think of is some scrip that is doing it. Kenn LBNL On 2/18/2010 9:49 PM, softouch wrote: Dear Ken, lets assume that i have user A,B,C,D in my RT. When User A is creating a ticket in the queue and making some one owner of Ticket out of RT Members, after ticket creation RT is showing Two Requester for this Ticket. One is User A who actually created the Ticket. Second randomly from B,C,D. i am unable to understand that why and when second requester is inserted inside the ticket. now when ever some correspondence is made with Requester , RT is sending Email to Two Requester. Hope i have explained my problem more precisely. Thanks, R i Z Ken Crocker wrote: Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with
Re: [rt-users] Pls urgent help about double requestors for each new ticket
Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Pls urgent help about double requestors for each new ticket
Dear Ken, lets assume that i have user A,B,C,D in my RT. When User A is creating a ticket in the queue and making some one owner of Ticket out of RT Members, after ticket creation RT is showing Two Requester for this Ticket. One is User A who actually created the Ticket. Second randomly from B,C,D. i am unable to understand that why and when second requester is inserted inside the ticket. now when ever some correspondence is made with Requester , RT is sending Email to Two Requester. Hope i have explained my problem more precisely. Thanks, R i Z Ken Crocker wrote: Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27649982.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
