https://bugzilla.wikimedia.org/show_bug.cgi?id=57178
Web browser: ---
Bug ID: 57178
Summary: Pending reminder email notifications should never be
sent to agents other than the ticket owner
Product: Wikimedia
Version: wmf-deployment
Hardware: All
OS: All
Status: NEW
Severity: minor
Priority: Unprioritized
Component: OTRS
Assignee: [email protected]
Reporter: [email protected]
CC: [email protected], [email protected],
[email protected], [email protected]
Classification: Unclassified
Mobile Platform: ---
PROBLEM DESCRIPTION
===================
If the "pending reminder" state is set on a ticket, OTRS sends a reminder email
after the specified pending time has expired. If the ticket is locked, the
reminder email is sent to the ticket owner, otherwise it is sent to all agents
in the queue. The latter should not happen; PendingReminder notifications
should always go exclusively to the owner (and not to people who have nothing
to do with the ticket).
In a populated queue, the current setting can lead to the reminder being sent
to dozens of agents without a possibility for them in their settings to avoid
receiving these. Also note that pending notifications are re-sent every 24
hours if no state change is performed on the ticket.
Example:
https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketZoom;TicketID=7184244
(Jeff Green got notifications although I was the ticket owner)
PROPOSED SOLUTION
=================
In SysConfig, under Core::Ticket, set Ticket::PendingNotificationOnlyToOwner to
"Yes" (currently: "No"). The description of this setting is "Sends reminder
notifications of unlocked ticket after reaching the reminder date (only sent to
ticket owner)".
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