Direct ticket confirmation email to certain email address'?

Added by Landon Harsh almost 10 years ago

We have set up Redmine as our project management system, we are also going to leverage it for ticketing within the company.

We have a form on our Intranet that builds the email for the user based on information they submit. We are using the IMAP rake method to create the tickets. All of this is working fine, but each time a ticket is created, the email stating the ticket has been created is emailed to the Redmine inbox which is where we are scraping to get the tickets in the first place. Obviously sending the confirmation email to that inbox has no value.

Is there some way to configure where this email is sent? Ideally I would like to send it to our helpdesk group, and the person who submitted the ticket in the first place.

Any thoughts on how this might be accomplished?

As a secondary issue, replying to these confirmation emails is not updating the ticket, any thoughts as to why that might be?

Thanks for any and all help/suggestions.

Replies (3)

RE: Direct ticket confirmation email to certain email address'? - Added by Landon Harsh almost 10 years ago

Sorry, I just tried running "RAILS_ENV=production script/about" to provide the requested information, but I get "-bash: script/about: Permission denied". I have tried running it as myself and root, same message with both accounts.

RE: Direct ticket confirmation email to certain email address'? - Added by Landon Harsh almost 10 years ago

I have figured out two portion of this. The creator of the ticket was not being emailed because they had set in their preferences to not receive updates on changes they make. The redmine account was being cc'd because someone had logged into the web interface as that user, I have since locked the account and it is not receiving the emails anymore. I consider these two items resolved now.

The last piece I have yet to work out is to be able to send to someone else, or a group of people based on the creation of the ticket. Is it possible to assign watchers at the time of ticket creation when creating it from an email?

Thanks.

RE: Direct ticket confirmation email to certain email address'? - Added by Landon Harsh almost 10 years ago

I found in the changelog dated 2008-12-30 v0.8.0 this line item "* Mail handler: add watchers before sending notification", which sounds like exactly what I want to do. Anyone know how to accomplish it with the IMAP scrape method?

Thanks.

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