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MantisBT 1.2.8 will not send notification email

Posted: Mar 12, 2012 11:22 am
by pitto
Hi all!

I have a fresh install of MantisBT 1.2.8 that worked perfectly until I've enabled auto-assignment of issues depending on user specified for cathegory.

So that's what happens:

I open a new issue selecting "a" cathegory.

I have enabled the user "pitto" to automatically get assigned all issues in "a" cathegory.

The issue gets correctly assigned to the user and the user gets notification mail.

I've also enabled administrators to get any kind of notification but administrators will not get notification for auto-assignment of the issue.

If I close the issue or resolve it or re-assign it manually the notification mail is sent without problem and both standard users and administrator get notifications.

What can I do to track where's the problem?

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 2:36 am
by edomal
Let's try to set in config_inc.php
$g_mail_receive_own = ON;

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 9:40 am
by pitto
Hi there and thank you for helping :)

Disabling (or enabling) the suggested option will not change the app behaviour:

the auto-assigned user gets email notification but not administrators.

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 9:43 am
by edomal
When you say: "I've also enabled administrators to get any kind of notification" you mean in account configuration?

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 9:46 am
by pitto
I mean this:

http://dl.dropbox.com/u/10744056/mantis ... ration.png

And it's not really "any" kind of notification but email on "assigned" "solved" and "closed" :)

Excuse me if I post italian screenshots.

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 9:46 am
by istvanb
Try to set it at manage/manage configuration/email notifications.

Also sending emails to the admin will end up flooding the admin mailbox. (not an issue if there only very limited number of issues are submitted, or for experimental purposes, but not recommended on the long run)

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 9:51 am
by istvanb
Try this: create a new issue without auto-assign and then assign it to "pitto". Check if admin receives a mail. If so then it means the auto assign option doesnt trigger a "status change - assigned". Worth to try.

I think (but not sure at all) I have faced this issue earlier.

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 9:54 am
by pitto
Maybe I got wrong how to solve my problem:

I have different cathegories.

Each cathegory has an user that gets issues auto-assigned.

So it's like:

"Red cathegory"

"User A"

There's an admin who should get notification in case of every issue opened for the "Red cathegory".

In my solution the admin would get notification for every issue opened in every cathegory: this is not a problem for us because issues are not that much but if I could solve this problem better I'd really appreciate it.

In the end all I'd like is that issues get auto assigned and the user that has to solve the issue gets an email and also his supervisor (I call it "administrator") has email about the new auto assigned issue.

Thanks a lot for the help :)

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 9:58 am
by pitto
istvanb wrote:Try this: create a new issue without auto-assign and then assign it to "pitto". Check if admin receives a mail. If so then it means the auto assign option doesnt trigger a "status change - assigned". Worth to try.

I think (but not sure at all) I have faced this issue earlier.
You absolutely got it: that's what happens.

If I assign "manually" the issue everything works simply great... When I assign it automatically I get the auto-assigned user notification but not to his supervisor (administrator).

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 10:00 am
by istvanb
Cool! But dont call it administrator. Admin account is for administering the site itself. Call it supervisor, or even manager and assign the proper credentials on a project basis. Later if you use mantis often you will see whats the benefit of this, but even if you dont get it now, its better to use the proper accounts. It will save you lots of headaches later on.

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 10:04 am
by istvanb
I think I went thru this... without remembering the solution. I would consider this as a bug though. Somewhat similar: http://www.mantisbt.org/bugs/view.php?id=6598

Can you check the checkbox "status change - new" as well? I am wondering if you get an email then since the auto assigned issues are created as "new" as well (as far as I know, but can not check at the moment)

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 10:05 am
by pitto
istvanb wrote:Cool! But dont call it administrator. Admin account is for administering the site itself. Call it supervisor, or even manager and assign the proper credentials on a project basis. Later if you use mantis often you will see whats the benefit of this, but even if you dont get it now, its better to use the proper accounts. It will save you lots of headaches later on.
I got it...

But how can I alert supervisors when issues are auto-assigned?

edit:

sorry just now I've read your other reply...
I've tried enabling supervisor to receive *any* kind of notification but I confirm that they get no email when the issue is auto assigned

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 10:13 am
by istvanb
This wont solve your problem, its just a best practice.

There is a predefined credential called MANAGER. Define 1-2 managers per project (or as many as you want).

I have found this as the most useful practice:
- have only 1-2 Admins per site (normally you dont need more)
- users can not assign issues to admins since they only managing the site.
- create a project like "mantis related request or so"
- nominate "pitto" (if you are the admin of the site) as developer to this project.
- if you got an issue which requires admin access then log in as admin, perform the changes and close the issue as pitto
- Nominate manager to the project on a project basis
- with the proper setup of the system these users will approve the resolutions.

This is my approach but after xx+ (yes that means 20+:)) years in computers I found this pretty logical. Hope it helps, and feel free to deviate from it whereever you want.

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 13, 2012 10:32 am
by pitto
You're right:

I've changed all my "managers" to "developers" and all my "administrators" to "managers".

I don't know why I did something so stupid :)

The problem, anyway, still sits there: laughing.

Re: MantisBT 1.2.8 will not send notification email

Posted: Mar 14, 2012 4:24 am
by pitto
*maybe* I am a little closer:

when the issue is auto-assigned to a user the user gets an email with:

La seguente anomalia รจ stata INSERITA.

(english should be: Following isssue has been SUBMITTED)

So the could be that the "SUBMITTED" status doesn't exist in the list of statuses where I can enable or disable email notification.

Or maybe "SUBMITTED" and "ASSIGNED" are the same thing?

I don't think so because when I manually assign the issue to a user he gets an email that says:

"Following issue has ben ASSIGNED"

Any ideas?