Bug on forward

[fabiotpr]

Here's a bug I've discovered recently:

- requester@requester.com write an email opening a ticket on queue group1
- cerberus worker takes ticket, click on forward and forward email to user@user.com
- user@user.com, with his own mail client (outlook) reply to email: in the to: address there is only group1@mail.com (cerberus email)
- the new email arrives on cerberus as a reply of existing ticket but:

- the same email is sent also to requester@requester.com (with group1@mail.com as from: address). This is not desiderable and this is, I suppose, a bug

Let me know.

f.

[dsugita]

Hi there,
Any forwarded mail will still contain the headers of that ticket, so a reply going back to that ticket will get sent out to the original requesters. There is a jira entry about this to see if there exists the possibilty of changing that functionality, I will see if I can find it and update this post with that url/link.

[fabiotpr]

Thanks. What's the Jira issue number? I will follow it.

f.

[dsugita]

This looks to be it exactly :) http://www.wgmdev.com/jira/browse/CHD-367

[fabiotpr]

I read that yhis bug will be fixed only in future 4.1? Is it true?

f.

[bcavish]

Currently this is planned to be looked at or fixed in version 4.1.

[fabiotpr]

The time of 4.1 release?
I wish to tell to my colleague how long they have to wait.

f.

[Hildy]

fabiotpr, Unfortunately (at least in regard to the answer to your question), we don't have set dates when we will release things, so I can't really answer your question.

[fabiotpr]

Ok, only one more question: is this a Cerberus Helpdesk bug for you or not?

f.

[bcavish]

Hi there,

From what I can tell, this looks more like a feature request. (Though I am not on the dev team) Cerberus is handling e-mails and message headers like it is designed to. We recognize in this case that most people would prefer that forwarded e-mails not go back to the customer if someone replies. We will have to somehow change how Cerberus handles e-mails in these special circumstances.

[fabiotpr]

From what I can tell, this looks more like a feature request.

Completely not agree.
Stopping Cerberus sending unwanted emails, or taking control to avoid it, is not a "feature request" for me.
It would be great to read other customers opinion about it.

f.

[fabiotpr]

Hello,
any news about this issue?

f.

[fabiotpr]

Hello, is this bug resolved?

f.

[Hildy]

As you can see from the JIRA link: http://www.wgmdev.com/jira/browse/CHD-367, this issue is still tagged as a wishlist item and is still open.

[fabiotpr]

The strange thing is that I cannot reproduce this bug now...
So i've thought that was resolved in spite of status on jira.

f.

[joegeck]

The strange thing is that I cannot reproduce this bug now...
So i've thought that was resolved in spite of status on jira.

f.

As you may have noticed if you're watching this issue in JIRA, CHD-367, I resolved this as 'cannot reproduce'. After fabiotpr informed us this was no longer occurring, I went and tried to reproduce this off the dev branch (fabiotpr verified it in stable). He seems to be right. So to be clear if a "customer" replies to a forward from the Helpdesk, the original sender (requester) does NOT receive the reply. This was the original request and should be satisfactory now.

As I stated on the CHD-367 page in JIRA, if anyone sees the old undesired behavior still occurring in newer versions of the Helpdesk please let us know here in the forums. And by new I'm going to guess builds 670+ in either stable or dev.

You can also comment on the tracking page if possible:

http://www.wgmdev.com/jira/browse/CHD-367

Thanks guys!