Why ticket creator did not get emails about status and close.
qubec26 - April 14, 2009 - 10:59
| Project: | Trouble ticketing system to support Computer Network Operations |
| Version: | 6.x-3.0-beta3 |
| Component: | User interface |
| Category: | bug report |
| Priority: | normal |
| Assigned: | mr.york |
| Status: | closed |
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Description
Hi,
i have your ticket system on my drupal intranet site. Everything is ok except one thing. Only admins (group mail) gets emails about status changing and closing ticket. Why creator of ticket didn't get this emails??\
Thanks for any help.
#1
The ticket creator will not get mail about tickets. This is in the code:
<?php
if ( ($form['sub']['assigned']['#default_value'] != $form_state['values']['assigned']) || ($form_state['values']['assigned'] != $user->uid) ) {
drupal_mail('ticket', 'new_assigned', '', language_default(), array('tid' => $form_state['values']['tid'], 'eid' => $eid, 'template' => $template), NULL, FALSE);
}
?>
Only the assgined person will get the ticket reports. It seems that this assigned reporting is not working at the current state, we are debbuging it.
#2
Hello qubec26,
Please check that your assigned reporting mail template is set or not. Here you can see an example:
https://gug.grid.niif.hu/ticketing/index.php?q=admin/ticket/group/edit/1...
name/passwd=testuser1/testuser1
Warning mail subject:
Ticket[%g] %tid ownership change to %ra
Warning mail template:
The ownership of ticket %tid has been changed to %ra.
If this template is not set then the ticketing will not send mail to the new assigned person.I wrote to you yesterday that we debug this bug and we found that we did not set this template.
Summary:
Only the assigned person will get mail and not the creator.
#3
We close this ticket because we do not get any reply.