How can I make it so all e-mails sent out is a Bcc? This will get rid of the issue when some users hit Reply All and recipients getting duplicates. We want our users to be able to reply to the queue e-mail only.
On 8/2/07, slamp slamp <[EMAIL PROTECTED]> wrote: > The way our RT is setup AdminCc does not get all correspondence. We > only want them to get correspondence when a new ticket is created or > if the ticket is owned by nobody. the issue was when somebody replies > to a ticket that nobody owns everyone gets a correspondence. once that > ticket is owned by somebody, and a reply was made to it, RT does not > send e-mail to the first person who originally replied to the ticket. > the way to solve this was to add corresponders as a Cc automacally. > > the conditions for the scrips i mentioned are the built in condition > "On Correspond" > > On 8/2/07, Kenneth Crocker <[EMAIL PROTECTED]> wrote: > > Slamp, > > > > > > Well, the problem, as I see it, is you have some users in two > > different > > list (of recipients). If someone is AdminCc, why add them as cc? It > > doesn't make sense, especially if they are already gonna get a notice as > > an AdminCc. Also, it still is not clear as to what is triggering the > > notification. You stated "Notify Requestors & CC's". Notify them of > > what? What type of condition made the notification necessary? What > > template? Is the condition user-defined? This info is kinda important in > > debugging notifications. > > > > Kenn > > LBNL > > > > slamp slamp wrote: > > > in this transaction we have: > > > > > > Notify Requestors and CCs > > > Notify AdminCc when owner is nobody > > > > > > Some users are in AdminCc and also added as a Cc. > > > > > > Is there a way to Bcc the Ccs? > > > > > > On 8/2/07, Kenneth Crocker <[EMAIL PROTECTED]> wrote: > > >> slamp, > > >> > > >> > > >> What kind of transaction triggered the notifications? As to > > >> keeping > > >> user's from hitting ReplyAll, we had to train/educate them as well as > > >> modify our templates to include the declaration "DO NOT REPLYALL on this > > >> E_mail!". It worked. We do not have any users getting duplicate e_mails > > >> or creating extra tickets from their reply. Your problem may also be > > >> with the kind of global/Queue notification scrips you have in place. > > >> > > >> > > >> Kenn > > >> LBNL > > >> > > >> slamp slamp wrote: > > >>> ticket is owned by nobody. > > >>> ticket has multiple Cc's. > > >>> > > >>> two e-mail goes out. > > >>> one e-mail only has one recipient (the e-mail address of RT itself). > > >>> 2nd e-mail has the RT e-mail address and ALL Cc's. > > >>> > > >>> How can I prevent the 2nd e-mail from going out? How can I have RT > > >>> only show the RT e-mail address in the e-mail but also send the > > >>> correspondence to all that is in the Cc's. > > >>> > > >>> We want to prevent a user from hitting Reply All and thus getting > > >>> duplicate e-mails. > > >>> > > >>> Thanks for you help. > > >>> _______________________________________________ > > >>> 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 > > >>> > > > > > > _______________________________________________ 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