[REQ] Undocumented options - "claimnotice=1"

[ihiebert]

We are using 3.01  and added the "claimnotice=1" option, but the notification only goes to the operators, we would like it to go to the user as well - (so they know the ticket has been picked up)

Edit by Sparky-  Please follow posting guidelines in sticky threads.  Title fixed.

[Sparky]

We are using 3.01  and added the "claimed=1" option...

There is no "claimed=1" in the undocumented options thread so that may be part of the problem.

[ihiebert]

Sorry, I meant "claimnotice=1" - Sends a notification email when ticket is claimed

(I am by myself today and getting hammered by tickets and impatient users asking if I received their ticket or not - )

[Sparky]

Sorry, I meant "claimnotice=1" - Sends a notification email when ticket is claimed

(I am by myself today and getting hammered by tickets and impatient users asking if I received their ticket or not - )

This item is still included in version 3.

Have you tried it yourself as a customer?

[ihiebert]

Yes, and the claimed notification only goes to the operators, which may be the intended function, but I was hoping there was a way to set it so that the claimed notification goes to both the operators & the user.

[Sparky]

TTXTicket.pm, claim subroutine.  Remove the red and add the blue.

This is untested so let me know if it works.  Supposed to remove claim notification to operators and send to customer.

  unlockdb();
  if ($notify) {
    my @oplist = TTXUser::list();
    if ($usewrkh eq undef) {
      eval 'use TTXWorkHours';
      $usewrkh = 1 if $@ eq undef;
    }
    foreach my $o (@oplist) {
      my $u = TTXUser->new($o);
      next if $u eq undef || $u->{email} eq undef || ($usewrkh && !TTXWorkHours::onguard($u->{wrkh}));
      TTXMail::sendmail(
        {
          to => $u->{email}
          to => $t->{email}
          from => '"'.company($cfg, $t).'" <'.$cfg->get('email').'>',
          subject => 'Notice: ticket '.$t->{id}.' claimed by '.$t->{oper},
          msg => 'Notice: ticket '.$t->{id}.' claimed by '.$t->{oper}."\n\n".
                 "This is a notification only, please do not reply to this message\n"
         }
       );
     }
  }
  return 'ticket';
}

[ihiebert]

no change, Claimed notification still went to operator only. (it looked like it should have worked though ?)

[Sparky]

no change, Claimed notification still went to operator only. (it looked like it should have worked though ?)

Now that makes no sense.

$u->{email} is the Operator's email address.

$t->{email} is the email address for the ticket (belongs to the customer).

How did you make the edits?  On your hard drive, then upload? (best) Or did you edit via FTP? (not so good)

Look and make sure the edits were accepted into the file.

[ihiebert]

No, I did something really basic, I uploaded the backup file (original) instead of the new modded one.

Tested & works great !

Thank you very much for your help !

[robwellesley]

would adding

 cc => $u->{email}

allow for both?

[Sparky]

would adding

 cc => $u->{email}

allow for both?

No.

Reference my Cc: mod... simply getting a Cc: to operate requires a whole bunch of other edits.