Duplicate event notifications

We have an event notification for "ArticleCreate" to send a note to a
user group ("IT"), that is sending 2 identical notices every time. We
have turned of all the notifications under the agent profiles.
In the logs, I get things like this:
Jul 25 16:34:48 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to
'CUSTOMER@ADDRESS' from 'ITSupport System

Since it's a NotificationEvent, start there.
On Mon, Jul 25, 2011 at 5:55 PM, Jay Coleman
We have an event notification for "ArticleCreate" to send a note to a user group ("IT"), that is sending 2 identical notices every time. We have turned of all the notifications under the agent profiles.
In the logs, I get things like this:
Jul 25 16:34:48 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::**Ticket::Article::ArticleSend] Sent email to 'CUSTOMER@ADDRESS' from 'ITSupport System
'. HistoryType => SendAnswer, Subject => Re: [Ticket#2011072210000013] [IT Support] Jet Training; Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::** Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::** Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::** Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::** Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::** Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::** Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'. The PERSON@ADDRESS bits are to clean the log of email addresses. PERSON@ADDRESS is one person, PERSON2@ADDRESS is a second person, and so on.
An ideas on how I can track down why it is sending duplicates?
Thanks, Jay ------------------------------**------------------------------**--------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs

Hi Jay, could it be that Person1 and Person2 are in two groups?
There's a current bug report open for the event based module that if a
Person1 has more then one permission group (say Group A and Group B),
and you create an event based notification for Group A and Group B,
Person1 gets two notifications.
--
Mike
On Mon, Jul 25, 2011 at 23:55, Jay Coleman
We have an event notification for "ArticleCreate" to send a note to a user group ("IT"), that is sending 2 identical notices every time. We have turned of all the notifications under the agent profiles.
In the logs, I get things like this:
Jul 25 16:34:48 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'CUSTOMER@ADDRESS' from 'ITSupport System
'. HistoryType => SendAnswer, Subject => Re: [Ticket#2011072210000013] [IT Support] Jet Training; Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'. The PERSON@ADDRESS bits are to clean the log of email addresses. PERSON@ADDRESS is one person, PERSON2@ADDRESS is a second person, and so on.
An ideas on how I can track down why it is sending duplicates?
Thanks, Jay --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

No, they are just members of the same group. Its as if the notification is being run twice. Now I do have another similar notification so that customers get updated, also. They get just one message. Thanks, Jay On 07/26/2011 02:04 AM, Michiel Beijen wrote:
Hi Jay, could it be that Person1 and Person2 are in two groups? There's a current bug report open for the event based module that if a Person1 has more then one permission group (say Group A and Group B), and you create an event based notification for Group A and Group B, Person1 gets two notifications.
-- Mike
On Mon, Jul 25, 2011 at 23:55, Jay Coleman
wrote: We have an event notification for "ArticleCreate" to send a note to a user group ("IT"), that is sending 2 identical notices every time. We have turned of all the notifications under the agent profiles.
In the logs, I get things like this:
Jul 25 16:34:48 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'CUSTOMER@ADDRESS' from 'ITSupport System
'. HistoryType => SendAnswer, Subject => Re: [Ticket#2011072210000013] [IT Support] Jet Training; Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'. The PERSON@ADDRESS bits are to clean the log of email addresses. PERSON@ADDRESS is one person, PERSON2@ADDRESS is a second person, and so on.
An ideas on how I can track down why it is sending duplicates?
Thanks, Jay --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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Did you maybe select more than one event?
On Tue, Jul 26, 2011 at 18:18, Jay Coleman
No, they are just members of the same group. Its as if the notification is being run twice.
Now I do have another similar notification so that customers get updated, also. They get just one message.
Thanks, Jay
On 07/26/2011 02:04 AM, Michiel Beijen wrote:
Hi Jay, could it be that Person1 and Person2 are in two groups? There's a current bug report open for the event based module that if a Person1 has more then one permission group (say Group A and Group B), and you create an event based notification for Group A and Group B, Person1 gets two notifications.
-- Mike
On Mon, Jul 25, 2011 at 23:55, Jay Coleman
wrote: We have an event notification for "ArticleCreate" to send a note to a user group ("IT"), that is sending 2 identical notices every time. We have turned of all the notifications under the agent profiles.
In the logs, I get things like this:
Jul 25 16:34:48 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'CUSTOMER@ADDRESS' from 'ITSupport System
'. HistoryType => SendAnswer, Subject => Re: [Ticket#2011072210000013] [IT Support] Jet Training; Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'.
The PERSON@ADDRESS bits are to clean the log of email addresses. PERSON@ADDRESS is one person, PERSON2@ADDRESS is a second person, and so on.
An ideas on how I can track down why it is sending duplicates?
Thanks, Jay --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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participants (3)
-
Gerald Young
-
Jay Coleman
-
Michiel Beijen