Commit 47f87859 breaks requester notification email

[joelwhitehouse]

I run a test suite against my staging environment to verify that when a requester sends an email that causes Handesk to open a ticket that the requester receives a response from Handesk acknowledging that the ticket has been opened.

This test passes in 1.4.2, but fails in origin:dev. I bisected for the error and found the problem is introduced in commit 47f87859, because it removes the line:

$requester->notify($newTicketNotification);

Part of the commit message says "Notify team not requester on ticket created", so this change was intentional. However, it seems incorrect to simply de-implement this valuable feature. Could I submit a pull request to reenable this line for the moment until a global requester notifications option can be added? The feature was present in 1.4.2 and it would be nice to not lose it in the main up to date branch.

[BadChoice]

Hi, You are right, we removed it since our customers can see the open tickets in the app itself so there was no need to notify them again as it was already displayed.

However, looks like a good setting to have, I believe we could add It to the settings table, something like "notify requester when ticket received"

Feel free to submit a PR with this, I'll be more than happy to add it

Thanks!

[joelwhitehouse]

Are your issue requesters mostly within your organization?

In the use case where most requesters are outside the organization (and don't have a handesk account) then they cannot see the ticket history by logging in. The only way for them to access the ticket history is if Handesk sends them a publicly accessible link to the issue.

In order to avoid too much inbox noise, it could make sense to send an email to the requester ONLY IF the requester has not already received a notification of the issue due to being a handesk user.

[BadChoice]

Our customers are not from the orgnization but they see the tickets within the app we provide support :)

The app fetches the tickets through the api

Jordi Puigdellívol

El 17 des 2019, a les 19:01, Joel [email protected] va escriure:

 Are your issue requesters mostly within your organization?

In the use case where most requesters are outside the organization (and don't have a handesk account) then they cannot see the ticket history by logging in. The only way for them to access the ticket history is if Handesk sends them a publicly accessible link to the issue.

In order to avoid too much inbox noise, it could make sense to send an email to the requester ONLY IF the requester has not already received a notification of the issue due to being a handesk user.

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