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  1. Blesta Core
  2. CORE-3195

Support Manager: Ticket email notifications/reminders by department

    Details

    • Type: New Feature
    • Status: Closed
    • Priority: Major
    • Resolution: Fixed
    • Affects Version/s: None
    • Fix Version/s: 5.1.0-b1
    • Component/s: Plugins
    • Labels:
      None

      Description

      Feature request @ https://requests.blesta.com/topic/add-support-ticket-notifications

      Some have requested that the ticket system automatically send out email notifications for tickets of a particular status after a certain period of time has elapsed since the last response.

      I envision this could be integrated apart of a support department. It will probably be best a separate page, not when adding/editing a support department.

      The feature would add fields to configure when notifications should be sent using the ticket status, when the last reply was on the ticket, and whether we already sent a notice.

      1. Create a page for adding/editing support department ticket email notifications
      2. For each status (e.g. "Awaiting Staff Reply"), select whether email notifications should be sent
        • Add a select option to choose an amount of time that should elapse before sending the notification. Options may be
          • Never (default backward-compatible setting)
          • [5 minute increments up to 1 hour, then 1 hour increments up to 1 day]
        • This setting will then be used by the cron to check against the last ticket reply
          • Send notification if last ticket reply + (time setting for its status) <= current time AND we have not already sent a notice
          • The notification should be sent to either a client or an admin
          • The feature request adds a condition that the notification should not be sent once the status changes, but I think that is not a necessary constraint to integrate, at least for now. If someone just changes the ticket status, then the configuration of the new ticket status will handle the notification.
        • A cron will need to be added that sends these notifications as configured
        • The email notification should be sent to the client/contacts or admins based on the last reply. If the last reply was an admin, send the email notification to client/contacts. If the last reply was a client, send the email notification to admins.
        • When a notice is sent, it should be logged that it was sent on the ticket
          • When a ticket changes status, this setting should be marked as "not sent" so that another notice could be sent for this new status

      In this configuration, an email notification is only sent once. The feature request describes a recurrence, but for now, a single use may suffice. We should discuss whether a recurrence is necessary.

        Issue Links

          Activity

          tyson Tyson Phillips (Inactive) created issue -
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          Story Points 8
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          Fix Version/s 5.1.0-b1 [ 11703 ]
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          jonathan Jonathan Reissmueller added a comment -

          We should make sure this won't send a reminder out for all of our old tickets.

          Show
          jonathan Jonathan Reissmueller added a comment - We should make sure this won't send a reminder out for all of our old tickets.
          jonathan Jonathan Reissmueller made changes -
          Link This issue is duplicated by CORE-2853 [ CORE-2853 ]
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          Sprint 5.1.0 Sprint 2 [ 126 ]
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          Summary Support Manager: Ticket email notifications by department Support Manager: Ticket email notifications/reminders by department
          jonathan Jonathan Reissmueller made changes -
          Sprint 5.1.0 Sprint 2 [ 126 ] 5.1.0 Sprint 1 [ 129 ]
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          Rank Ranked higher
          abdy Abdy Franco made changes -
          Assignee Abdy Franco [ abdy ]
          abdy Abdy Franco made changes -
          Status Open [ 1 ] In Progress [ 3 ]
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          Remaining Estimate 0 minutes [ 0 ]
          Time Spent 1 day, 8 minutes [ 29280 ]
          Worklog Id 14715 [ 14715 ]
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          Time Spent 1 day, 8 minutes [ 29280 ] 2 days, 1 minute [ 57660 ]
          Worklog Id 14716 [ 14716 ]
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          Time Spent 2 days, 1 minute [ 57660 ] 2 days, 5 hours, 34 minutes [ 77640 ]
          Worklog Id 14720 [ 14720 ]
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          Time Spent 2 days, 5 hours, 34 minutes [ 77640 ] 3 days, 4 hours, 47 minutes [ 103620 ]
          Worklog Id 14725 [ 14725 ]
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          Time Spent 3 days, 4 hours, 47 minutes [ 103620 ] 4 days, 1 hour, 48 minutes [ 121680 ]
          Worklog Id 14726 [ 14726 ]
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          Time Spent 4 days, 1 hour, 48 minutes [ 121680 ] 1 week, 1 hour, 7 minutes [ 148020 ]
          Worklog Id 14727 [ 14727 ]
          abdy Abdy Franco made changes -
          Status In Progress [ 3 ] In Review [ 5 ]
          Resolution Fixed [ 1 ]
          abdy Abdy Franco made changes -
          Time Spent 1 week, 1 hour, 7 minutes [ 148020 ] 1 week, 2 hours, 29 minutes [ 152940 ]
          Worklog Id 14731 [ 14731 ]
          jonathan Jonathan Reissmueller made changes -
          Sprint 5.1.0 Sprint 1 [ 129 ] 5.1.0 Sprint 2 [ 126 ]
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          Rank Ranked lower
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          Sprint 5.1.0 Sprint 2 [ 126 ] 5.1.0 Sprint 1 [ 129 ]
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          Status In Review [ 5 ] Closed [ 6 ]

            People

            • Assignee:
              abdy Abdy Franco
              Reporter:
              tyson Tyson Phillips (Inactive)
            • Votes:
              0 Vote for this issue
              Watchers:
              2 Start watching this issue

              Dates

              • Created:
                Updated:
                Resolved:
                Fix Release Date:
                8/Jun/21

                Time Tracking

                Estimated:
                Original Estimate - Not Specified
                Not Specified
                Remaining:
                Remaining Estimate - 0 minutes
                0m
                Logged:
                Time Spent - 1 week, 2 hours, 29 minutes
                1w 2h 29m

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