[Feature Request] Email Notification (empowered)

[g00fy]

Hi,


Currently all my mail gets redirected to gmail.
I saw the email notifications were added in one of the last SVN builds, so I set up to receive an email when I got a new ticket.

Now in this ticket is the Ticket ID, the Ticket Subject and the Ticket Message.

This is good, but not good enough for me, so I dived into the code and everytime there is a message parsed, it's getting sent to me in the following format:

Subject:
New ticket arrived!

Contents:
Ticket ID: STU-79176-243
Subject: TEST
URL: http://helpdesk/display/STU-79176-243/


So my "Feature Request" here is to allow the helpdesk user to modify the contents of the email which is sent out with variables like #mask#, #bin#, #subject#, #message#, #status# (new, reply, ...) etc etc

[dfroberg]

+1

Would be quite usefull to being able to add more info, especially when getting notified on Mobile / PDA (not having to click to get an idea is a blessing)

[jstanden]

This is definitely possible, but we'd need to differentiate between the notifications and the watcher e-mails.

The watcher e-mails are an exact copy of the incoming/outgoing message, which is necessary so you can quote the message and reply from your e-mail client as if you had received it directly.

The notification e-mails could be similar to what you're describing. But really, that's the purpose of the RSS notifications (to give machine-parseable updates).

If you added new content to the watcher message, then it would be sent to the customer when you replied. You probably don't want to send them URLs to your helpdesk tickets.

UPDATE: Unless you're talking about just adding more information to the subject line that's sent out -- which is definitely do-able! http://www.wgmdev.com/jira/browse/CHD-422

[g00fy]

The problem with the RSS feeds is that I cannot show them in GMail (well, I can but it's not very convenient). So then I would need to write an RSS2Mail parser, which seems kinda weird because I just got a notification email.

I agree with you that it shouldn't contain url's when it's going to send to customers, but then again maybe a better term for "notification" is needed. Because a notification is something that will attract my attention to something, not something that I can work with.

Definable things in the subject is nice, and in your way of thinking already an improvement, but I think I'll have to write an rss --> mail parser to do what I need it to do... To give a real notification which I can click & open in the system.

[jstanden]

The clicking to open directly in the helpdesk is exactly how the RSS feeds work. They're annoying in Gmail (or Google reader, or any web-based reader), but they're a lot more useful if you use something like FeedDemon in the systray.

I use FeedDemon for things that need my attention like a notification (forum post RSS, wiki change RSS, FAQ update RSS, etc.) and Google Reader for blogs/news. You don't have to use a single feed reader for everything.

Definable things in the subject is nice, and in your way of thinking already an improvement,

The idea definitely makes sense!

but then again maybe a better term for "notification" is needed.

Yeah, we tend to make a distinction in normal conversation between "Notification" and "Watcher Email". However, the GUI does apply the misnomer of notification to watcher emails.

I think I'll have to write an rss --> mail parser

I'm sure there are 5 million of them out there already. ;)

[g00fy]

I'm sure there are 5 million of them out there already. ;)

By "writing" I say: "simplexml_load_file("http://rssfeed"); foreach ( ... ) if ( is_send(...) ) mail(...)" ;-)

[jstanden]

haha, sure!

You'll notice I say "tweak" a lot, since it doesn't feel like a lot of my one-line changes qualify as "writing" anything. ;)