https://bugzilla.wikimedia.org/show_bug.cgi?id=54773
Web browser: ---
Bug ID: 54773
Summary: Receiving OTRS follow-up notification emails for
tickets that they are not associated with
Product: Wikimedia
Version: wmf-deployment
Hardware: All
OS: All
Status: NEW
Severity: normal
Priority: Unprioritized
Component: OTRS
Assignee: [email protected]
Reporter: [email protected]
CC: [email protected], [email protected],
[email protected]
Classification: Unclassified
Mobile Platform: ---
Similar to bug 8662 and bug 17569 so information there may be useful.
When a customer replies to us, we get (in our personal email) a "follow-up
notification" that is automatically sent by the OTRS software. Users should
only receive said notification if they were the actual current owner of the
ticket.
There have been repeated reports since our software upgrade last month that
users are receiving follow-up notification emails for tickets that they are not
and have never been associated with. The most recent occurrence of this bug was
just moments ago, [[Ticket:2013092710015732]] for reference.
I've checked the queue settings for this ticket (and for previous reports of
this issue) and they all seem to be in order. Namely, the "Ticket lock after
follow up" setting is marked 'Yes', which is the way to avoid this issue
otherwise.
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