= [wiki: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.[[BR]]
   [report:17 Components] have an '''owner''', while the ticket form provides an '''Assign To:''' field. The field labelled '''Assign To''' has the logical name {{{owner}}}.[[BR]]
   When viewing the ticket [report: 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 [trac:/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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