Email notification to the previous handler when it changes

[PaulF]

When an issue is assigned to a user, the user gets an email notification if set up to do so. All well and good. However, if the issue is then assigned to a different user, it seems that only the new user gets an email notification to say that the issue has been assigned to them. What I need, and I consider it to be a fairly fundamental requirement, is for the old user/handler to also be notified by email when the issue is not assigned to them anymore. This is important because potentially what can happen is, an issue is assigned to someone, then the manager or whoever changes their mind and assigns it to someone else, and because the first person didn't get a second email to tell them it had been reassigned, you end up with two people doing the same job.

I've looked at the Email Notifications page (mantis/manage_config_email_page.php) and it seems that what is needed is another column titled "User who WAS handling the issue". If you tick the access levels then everyone (or everyone on the same level) ends up being notified of changes which isn't what I want.

I'm sorry if I'm missing something obvious here, but I've googled this and searched this forum, and I can't find the answer.

[atrol]

This is a known feature request which has not been implemented until now.
http://www.mantisbt.org/bugs/view.php?id=3589

This is important because potentially what can happen is, an issue is assigned to someone, then the manager or whoever changes their mind and assigns it to someone else, and because the first person didn't get a second email to tell them it had been reassigned, you end up with two people doing the same job.

I added a status "Work in progress" in one of my installations to prevent it.
The email you want could not prevent it in all cases, e.g. the first person started working before the manager reassigns.

[PaulF]

Thanks for your prompt response atrol, and thank you for pointing me to the existing issue.

Your idea about a "work in progress" category is a good work-around, although of course it relies on the developer remembering to change the status before he starts working on it.

The email isn't completely fail-safe, I grant you, but even if someone had starting poking around in the code, at least they would hopefully get the notification and move on to something else, whereas what happened here on Friday is that we had two guys working for 2-3 hours on the same bug.

[atrol]

it relies on the developer remembering to change the status before he starts working on it.

Another workaround could be to use the "Send a reminder" function of MantisBT when reassigning. But you still rely on the developer reading his email.
There is no perfect full automated technical solution.

The problem is not the developer, the problem is the manager in your use case.
He is the one who has to ask the developer before he changes the assignment.
If not, you have to change your rules in a way that assignment does not mean any longer "hey guy, start the work" but "hey guy, don't start the work but wait until maybe one of our managers changes his mind and reassigns the issue, maybe wait an hour for it, or a day, one month, ...)