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Key: CHD-1211
Type: New Feature New Feature
Status: Reopened Reopened
Assignee: Unassigned
Reporter: Joe Geck [WGM]
Votes: 1
Watchers: 2
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Cerberus Helpdesk

[Auto-Response] Ability to trigger new responses when moving a ticket by hand between groups

Created: 08/May/09 01:06 PM   Updated: 17/Jun/10 06:08 AM
Fix Version/s: We Have the Technology

Original Estimate: Unknown Remaining Estimate: Unknown Time Spent: Unknown


 Description   
Summary:
Suggestion from Community Town Hall to allow auto-responses to be sent when moving tickets between manually. This probably has a number of uses like for ticket escalation, when groups represent tiers within a company. Note that if this was rejected on the grounds that multiple auto-responses is flooding the requesters, then this user would be happy with limiting it to the first valid auto-response.

(quote)
If I set mail to dump into the "dispatch" group by default, and then I look in the "mail" section and move a message from dispatch to another group, is there a way to THEN have Cerberus send a new ticket auto response?

what I am trying to do is 1: prevent spammers from causing auto-responses to poor joe-ob victims etc and 2: my "support group" new ticket autoresponse could then says something like "we have received your request, someone has reviewed it and it has ben assigned to xxx... Someone will be in touch shortly..." or something like that to let the requester know that a real person has at least seen the ticket and thet this is not just a robot response. :)
(end quote)

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Comment by Jeff Standen [WGM] [15/May/09 08:25 PM]
[ Permlink ]
This happens in recent builds. Moving tickets fires new notifications.

Comment by Joe Geck [WGM] [16/May/09 12:28 AM]
[ Permlink ]
I don't think this is actually fixed. Note this request was for New Ticket Auto-Responses that are sent back to the requester, the ones you set in 'group configuration', as opposed to e-mail notifications which are sent out to Workers. Yes, moving tickets by hand does fire e-mail notifications (CHD-1011 was resolved and closed) but it does not fire auto-responses.

Comment by Bill Arlofski [16/May/09 08:35 AM]
[ Permlink ]
Joe, you are correct in your interpretation . I was the original person to make the comment/request in the Community Town Hall (spelling errors and all).

Thanks, and I'd be happy to clarify my request in this format if I was too unclear in the Town Hall.


--
Bill Arlofski
Reverse Polarity, LLC
http://www.revpol.com/

Comment by Bill Arlofski [16/May/09 08:45 AM]
[ Permlink ]
Oh... I had also been thinking of one other option that might be a sort of replacement, or better, in addition to this ticket.

What about some setting (global or maybe per group) that says: "send auto-ticket response messages ONLY to email addresses in the Cerberus Address Book."

The idea being that I do NOT expect just anyone to send us a ticket via email. Once we have a new client, we tell them "for quick support... blah blah blah... please email helpdesk@domain.com" So most email that comes into this email account is probably spam, and should not be auto-ticket notified unless they are a client known to Cerberus already.

Just a thought, and this clearly looks like a new feature request... I probably should have entered it as such.

Thoughts? Comments?

Thanks as always guys!

--
Bill Arlofski
Reverse Polarity, LLC
http://www.revpol.com/



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