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Open on behalf of doesn't email user

Sep 21, 2009 at 7:24 PM

When someone opens a ticket on behalf of a user, is it by design that the user doesn't get notified of the ticket?  We were hoping that they would get a ticket email and it would be a hint that they should create a ticket.  It just helps re-enforce use of the ticket system by the users. 

Chris

Sep 21, 2009 at 8:00 PM

No, the owner should get a notification of the new ticket, but ONLY when the ticket is created by a different user.

For a case like this you should see a record being created in the TicketEventNotifications table for the ticket's owner. The NotifyUserReason column will be set to "Owner" while the EventGeneratedByUser will be set to the name of the staff user that created the new ticket. The notification will be queued and sent by the timer mechanism just like any change would.   

Note that the owner will not get an immediate notification like the help desk staff users do. Their notification will go through the standard timer/queue mechanisms so depending on your settings in web.config it may be a few minutes before they get the notification. 

If you aren't seeing that behavior, please describe what behavior you are experiencing, check your ELMAH error logs, and let us know. Please also tell us which version you have deployed too. 

Sep 25, 2009 at 9:29 PM

It seems the issue isn't wide spread.  Most users are getting the emails, but a few aren't.  I'm going to assume it isn't the application for now.  Thank you for following up.