Assignee (Ticket Owner) Email

[suncity]

I have SiT Version: 3.64. When an incident is added , it gets assign to someone manually (We turned off the auto assign). However the owner of this incident is not getting any email notification. How can I make this working?

Other email notification i.e. incident create, incident update, incident close etc. are working just fine.

Thanks

[Tomse]

could be a stupid question, sorry for that, but did you configure the notifications for this (for each user)?

My notification rules should look like

Code: Select all

Send an email based on a EMAIL_INCIDENT_CREATED_USER template. Rules: {userid}=={currentuserid}

it could of course also be a bug, though unfortunately I'm in the slow progress of server migration so mail from my testsite doesn't work, I don't receive any emails
from there, so I can't confirm if it is at this time.

I'll see if I can finish the migration for this weekend.. hope thats ok with you

[suncity]

Notification for each users is now through the triggers in Version: 3.64. As in user page at the bottom
Notifications
Notifications have been moved to the Triggers page - Triggers

I do have the trigger active for Incident Created. . One thing I noticed in this Incident Created trigger is that

To : {contactemail}
From: {supportemail}
Reply To: {supportemail}
CC.
BCC: {triggeruseremail}

all this is set. However no where incident owner email is mentioned. When I tried to use varibale
{incidentowneremail}
Email address of the incident owner in the CC field it says Success. When I go back I don't see its saving the change I made in the CC field.

[Tomse]

the triggers page, is also know for My notifications and can be access through SiT -> My Details -> My Notifications.

the CC field looks to be another issue too.
unfortunately I cannot test these things properly until the weekend
(I'm of course testing up against latest SVN version to see if they are bugs that has been fixed or something)

cheers

[suncity]

So how I can get the notifications sent out to the incident Engineer who is working/going to work on this? It wont let me change any thing on the template and in the template that particular email variable is missing.

[Tomse]

if it's a bug, I'll see if I can reproduce it, and then it might be fixed for the next version of SiT.

[Tomse]

sorry it took alittle longer than expected.

for the trigger, I can't reproduce it on a new installation (3.66svn)
my trigger looks like this:

if I understand what you want correctly, it should be Incident Assigned

Code: Select all

Incident Assigned
Send an email based on a EMAIL_INCIDENT_CREATED_USER template. User: MyUser. Rules: {userid}==2

EDIT:
I've also tested the the save of the template, and it seems to work in 3.66svn
I think 3.66 is going to be released very soon.
otherwise I might ask you to test it to see if it works or still fails.

cheers
tomse

[suncity]

How can I test?

[Tomse]

This link can help you in getting the latest SVN code
http://sitracker.org/wiki/DevelopmentHo ... ource_code

if you use windows I can recommend TortoiseSVN (after install, right click an empty folder, add URL from the above link and you got the files).

cheers
Tomse