Notify template sent to queue owner instead of original ticket submission email

[micah@…]

If a user submits a ticket via email, they get the auto-response that I created and configured as my alternate_notify_template. This is good because it lets them know that their ticket was received and entered into the system.

However, as the queue owner, I also get the alternate_notify_template email, this is quite useless because I dont need this email at all, but I would expect to receive the original ticket submission not the notify_template email.

This is what I have configured:

[DEFAULT]
project: /var/lib/trac/eggplant
debug: 5
umask: 022
spam_level: 4
reply_address: 1
reply_all : 1
mailto_link: 0
umask: 022
email_comment: >
email_header: 0
trac_version: 0.9
alternate_notify_template : support.cs
ticket_update: 1

I'm running 0.7.6-5 (debian package).

[anonymous]

I never used the alternate_notify_template setup. But if set this then all notifications will use this template. What did you enabled in trac.ini, because that determines to whom email is sent and not email2trac:

[notification]
smtp_enabled = true
smtp_replyto = bla@test.nl
smtp_always_cc = bla@mailman.test.nl
smtp_server = localhost
smtp_from = bla@@sara.nl
always_notify_reporter = false
}}}}

Can you also sent e copy of support.cs?

[micah@…]

Replying to anonymous:

I never used the alternate_notify_template setup. But if set this then all notifications will use this template. What did you enabled in trac.ini, because that determines to whom email is sent and not email2trac:

My trac.ini has:

[notification]
always_notify_owner = true
smtp_always_cc =
smtp_password =
smtp_enabled = true
smtp_replyto = support@mydomain.coop
smtp_port = 25
always_notify_reporter = true
smtp_from = support@mydomain.coop
smtp_server = mail.mydomain.coop
smtp_user =
use_short_addr = true
always_notify_updater = true
smtp_always_bcc =
mime_encoding = base64
use_public_cc = true
smtp_default_domain = mydomain.coop

Can you also sent e copy of support.cs?

Sure, this is what it looks like:

<?cs
####################################################################
# New ticket prelude - Included directly above the new ticket form
?>

Hello,

     Thanks for writing, this is an auto-reply to let you know that we received your support request. 

     Our response time for support requests is generally 48 hours. We will be in touch within that time.

     Thanks!

[Bas van der Vlies]

I used to get an email if somebody updated the ticket. But something is changed on trac-hacks ;-(. That is why the late response.

I use the trac notify functions and that behaves the same as email2trac does. If you use alternative template it will be used for all users that get the email. You can not say this user get this text and other get an another text.

[Alec Thomas]

This ticket is assigned to anonymous, that is why you did not receive notification.

[Bas van der Vlies]

Thanks of course notify owner ;-) Thanks

[anonymous]

Replying to bas:

I use the trac notify functions and that behaves the same as email2trac does. If you use alternative template it will be used for all users that get the email. You can not say this user get this text and other get an another text.

I think you misunderstand the problem, this is probably due to me not explaining it clearly enough to be understood properly.

Let me try again:

Person A sends an email to "support@…" which is fed into a particular queue by email2trac. Person A receives the notify template email. Person B is configured in trac to automatically be assigned new tickets, so Person A's ticket is assigned to Person B. Person B receives the notify template email (not a copy of the original ticket).

Person B should get a copy of the ticket that Person A submitted, rather than the notify template.

Regardless, Person B logs into trac and responds to Person A's ticket. Person A gets the response in an email. Person A decides to reply to this email to respond. They send the email, Person B gets the notify template (again not a copy of the email).

As you can see, Person B (as a queue owner), has no need of the notify template email, but would be much better served by the actual contents of the ticket. However, Person B continually receives a copy of the notify email instead of any useful content.

Does this make sense? :)

micah

[Bas van der Vlies]

I understand the problem ;-) Currently trac does not support different notifcation templates for different users. I make use of the the trac notification function and this function sends email to all users configured in trac.ini.

Maybe this behaviour is changed in the new version of trac. What you can do as queue owner is add RSS-feed to you browser or email-client.

[Bas van der Vlies]

close the ticket, maybe the new notification system in trac 0.10 is a solution

[anonymous]

any updates on this one? I am using trac 0.12 but ticket owner and reporter still receives the notify template email.