mention @names, add to monitor list?

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Starbuck
Posts: 219
Joined: 14 Feb 2006, 02:53
Location: USA
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mention @names, add to monitor list?

Post by Starbuck »

If we Mention a tracker user as @name, they get an email for that reference. But they are not auto-added to the list of users Monitoring the issue. Is there a setting to cause this to happen? (I checked the docs and found no such setting, and check the tracker but found no similar request.)

Example from today: I reported an issue for a client which I also assigned to myself. The client gets no notification (by choice) unless they're involved in the task. Early in processing I added a @name to get info from a client user, which they provided off-line. After processing the ticket I posted a "can we close this?" note without mentioning anyone. Only I got the email for this - the Mentioned user was not auto-added to the Monitor list.

I think once someone is related to a ticket, even by mention, that they have some vested interest in the progress, and they can remove themselves from the list if they aren't interested.

If I had changed the status of the ticket, the user would not have received an email as we have the email_on_status flags disabled. For the "can we close this?" type of inquiry, maybe I should create a new status and ensure managers ( and mentioned users via custom plugin? ) all get emails on that status?

Any tips on how best to handle this?
Thanks!
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atrol
Site Admin
Posts: 8366
Joined: 26 Mar 2008, 21:37
Location: Germany

Re: mention @names, add to monitor list?

Post by atrol »

Using the "Send a reminder" functionality might be an option for you.
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