Media Services double confirmation emails for submitted requests

Posted on March 21st, 2011 by

A number of individuals have contacted us with a concern that the request that they recently submitted to our office via the VirtualOffice interface or via email have been submitted twice on accident based on the fact that they are receiving two confirmation email. This is not the case, and it can easily be confirmed by comparing the ticket numbers contained in the two emails (if they match, it is only one request, if they are different, then two requests were submitted).

For those of you who would like to know why this is happening, here is a bit of an explanation:

We recently upgraded our department’s request tracking system to the latest version. This “ticket” system has accounts for each Gustavus user that we import and sync with other servers. Because of the fact that Gustavus has two working domain names (ie gac.edu and gustavus.edu) each user account has two email addresses associated with it, because the system uses the email address of the incoming email to parse the information and update tickets for that user. In order to make sure that incoming requests are matched up to the correct person, and because we don’t know how the email client you are sending from is configured (you might send from “yourusername@gac.edu” or “yourusername@gustavus.edu”) each account has both addresses.

When a new request comes in, the system sends out a confirmation email with details. With the updated system, it sends that confirmation to the primary email address listed, and it cc’s to all other email addresses associated with the account. This wouldn’t seem like a big deal if we were emailing “you@gac.edu” and “you@gmail.com” because each account gets one email. Because both gustavus domains are tied to one email account, that account will get two messages when the original message is sent to “user@gustavus.edu” and cc’ed to “user@gac.edu”

We are looking into ways to tell the system to only email the primary email account on file, and until we are able to do that, you will receive a double confirmation for the one request.

Sorry for the inconvenience. Feel free to contact us if you have any other questions or if you believe that there are truly duplicate requests based on different ticket numbers and we will take care of that.

Have a great day.

 

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