Email notification issue on pending tickets

MarcW · 2016-05-19 04:08:35

Hi all,

Our Technicians are not notified when a followup is added on a ticket in Pending status.
We don't have this issue on a followup added on an "assigned" status.

Configuration:

Requester, Technician in charge of the ticket, and Watchers are notified in case of "Add followup"
No notifications in case of "Update followup" or "Update ticket"
GLPI 0.90

Step to reproduce:

Ticket is created (via email collector) => status open (email notifications are sent)
Technician take the ticket => status assigned (email notifications are sent)
Technician add a follow-up, choosing the status pending => status pending (email notifications are sent)
The requester reply to the followup email notification, it is catch by the email collector, so a new followup is added => status changed to assigned (no email notification sent to the technician)
If the requester send another email (now that the ticket is in "assigned" status), the email notification is correctly sent to the techician

We don't have this problem if the technician add a "normal" followup (keeping the ticket in status "assigned").

Anybody has the same issue ?

Regards,
Marc

KKAdmin · 2016-05-19 07:36:41

I think this is a feature. Please take a look at documentation but i at the moment i didn't find the place of this topic. I thought i read something else like in pending state no e-mail is send.

MarcW · 2016-05-19 08:22:24

Thank you very much for your quick reply KKAdmin.
Indeed I should have searched in the French forum.

The explanation [fr] is very clear, but I agree with the message from Francois: the "solution" to enable the notification for "Update ticket" causes a lot of unwanted emails.

To avoid to send 2 notifications for the same events should be managed by GLPI code: something like IF AND ONLY IF the recipient is in "Update ticket" AND "Add followup" THEN we disable "Add followup" notification, but not to disable it in all the cases.
To not receive a notification on a new followup when it is configured in "Add followup" is a bug, not a feature !

@Yllen, if you pass by this thread, hopefully you may agree

yllen · 2016-05-19 15:23:36

Can you try this: https://github.com/glpi-project/glpi/co … c27f7ee4b2
and say me if ok for you?

MarcW · 2016-05-23 04:57:43

Hi Yllen,

I have updated from 0.90 to 0.90.3, as the ticketfollowup.class.php is very different between these 2 versions.

And before applying your fix, I tested again this issue and it seems that it has already been solved. Now I receive notification (as technician) even on an email reply for a ticket in pending status.

It could be a "side-effect" of one of another issue you solved in the last 3 versions concerning the tickets followup (I guess it is this one).

As usual, thanks again for your very quick reply and I stay available if you need more information or tests.

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#1 2016-05-19 04:08:35

Email notification issue on pending tickets

#2 2016-05-19 07:36:41

Re: Email notification issue on pending tickets

#3 2016-05-19 08:22:24

Re: Email notification issue on pending tickets

#4 2016-05-19 15:23:36

Re: Email notification issue on pending tickets

#5 2016-05-23 04:57:43

Re: Email notification issue on pending tickets

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