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Notification sent to issue creator, but only if submitted by email.

Added by Shane Corbin over 4 years ago

Hi,
We use our redmine server for project management as well as an IT helpdesk. The problem I am having is this. When a user submits a helpdesk ticket, by emailing a cron job creates a ticket. Our IT staff, members of the helpdesk project, get updates when a new ticket is submitted. However, some tickets are not deemed a priority and are not acted on immediately. If a user wants to ask for an update on the issue, their initial instinct is to send another email to the helpdesk which creates a new ticket. I now have about 5 times more tickets created by users asking for updates, or adding more details to their ticket, than legitimate tickets.
This system also acts as a project management server for us. Users have their own set of projects and issues and setting a user up to receive updates for changes they make, results in a massive amount of emails when setting up and planning their own projects. It would be really nice to have a way to send a copy of the created issue to submitters if submitted by email OR if created within a certain project but not for all changes they make. Perhaps even as part of the email script, but not necessarily for issues created from within redmine, or at least other redmine projects.

Has anyone else had similar issues?  If so what solution did you come to?

Replies (2)

RE: Notification sent to issue creator, but only if submitted by email. - Added by Bernhard Rohloff over 4 years ago

Hi Shane,

maybe this can be done with a helpdesk plugin like this here.

Kind regards,

Bernhard

RE: Notification sent to issue creator, but only if submitted by email. - Added by Shane Corbin over 4 years ago

That looks like it would definitely fit the bill for our use case. I had only come accross paid solutions in the past that didn't seem justifiable given this is our only real issue with our setup. Unfortunately I have not had much luck getting it to work. It installs fine but no emails get generated upon issue creation. I have ensured notifications are on for issue creation and also added the owner-email field to the project. The owner-email never gets populated though. Guessing this is why there is no issue creation notification. Thank you for the recommendation. I will reach out to the developers.

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