Notes/TicketEmails?

Email traffic from tickets

Trac has capabilities for sending email when tickets are created or changed. This is been turned on, as of 2008-01-24.

Things to note

• There is some confusion of nomenclature.
  Components have an owner, while the ticket form provides an Assign To: field. The field labelled Assign To has the logical name owner.
  When viewing the ticket reports, the column titled "owner" shows the name of the person who to whom the ticket has been assigned.

• The reporter field does not appear in the form when creating a new ticket. This is because normally ticket creation requires a person to be logged in; so that username is taken to be the 'reporter'. The reporter is shown once the

• For the ticket emails to arrive, you have to register an email address for your WikiName?. To do that, visit ​settings. There is no easy way to check what email address you currently have registered. Fixing this requires writing a Trac plugin.

Where the mail gets sent

The settings we have adopted set the following behaviour:

	Email To
Action	Owner	Reporter	Updater
New ticket opened	Y	Y	N/A
Ticket accepted	Y	Y	N
Ticket reassigned	Y	Y	N
Ticket changed*	Y	Y	N
Comment on ticket	Y	Y	N
Ticket closed	Y	Y	N/A

*Any of the fields are modified, e.g. the ticket is associated with a different component, or the priority changes.

The reporter/updater can fill in an email address the Cc field on the form, if they want to be added to the list of people getting email about the ticket.

Things to fix/decide

• Is all this email just too annoying?
• Is it ok to use the normal Miriad mananger's address as the From: and Reply-To: address?
• Should we archive the ticket email traffic in a hypermail archive? (the smtp_always_bcc option would let us do this)

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