[horde] Whups to send reminders only to assigned users and also on ticket removal

[Jan Schneider]

Zitat von Andras Galos <galosa at netinform.hu>:

> Hi,
>
> Sorry for posting this here, but currently there are no whups  
> mailing list I wanted to send this notice to.
>
> So, I use several Whups installations with great success but there  
> are two features I miss:
>
> 1. It would be a great feature (for me at least) to be able to set  
> Whups to send reminders only the assigned users.
> There can be many users responsible for a queue, but in case of a  
> closed ticket tracking situation, it's best to not notify all users  
> of a ticket, but only those who are really set to be responsible for  
> that particular ticket.
> Also, for clarity, for those, who are being removed from the  
> responsible list for that ticket.
> I've read the documentation and the code, and finally modified the  
> code to achieve this method. This is the diff that works for me for  
> Whups 1.0.1:
>
> --- start of the diff ---
> --- whups/lib/Ticket.php.101108 2009-01-06 16:28:17.000000000 +0100
> +++ whups/lib/Ticket.php        2010-11-08 17:30:09.000000000 +0100
> @@ -599,6 +599,21 @@
>      {
>          global $conf, $whups_driver;
>
> +        /* Send notifications only to assigned users */
> +        $assignedusers = $whups_driver->getOwners($this->_id);
> +        if (isset($this->_changes['oldowners'])) {
> +            $assignedusers = array_merge(
> +                $assignedusers,
> +                $this->_changes['oldowners']
> +            );
> +        }
> +        if (count($assignedusers) == 0) {
> +            return;
> +        }
> +        if (count($listeners) == 0) {
> +            $listeners = $assignedusers;
> +        }
> +
>          /* Get the attributes for this ticket. */
>          $attributes =  
> $whups_driver->getAttributesForType($this->get('type'));
> --- end of the diff ---
>
> I know it's far from perfect, but in my situation it works.

This should at least be configurable, because it makes much sense to  
send notifications to all responsible users. For example if the  
originally assigned user doesn't have the time to fix it, or  
disappeared completely. Not notifying all responsible users  
intensifies an out-of-sight-out-of-mind mentality.

> 2. It would also be great that the responsible users could get a  
> notification of deleting a ticket they are responsible for. To let  
> them explicitly know the task is removed and no more action needed  
> on their side with it.
> I know this is a more complex thing, I didn't change the code myself  
> to implement this feature.

Please add request tickets on bugs.horde.org.

Jan.

-- 
Do you need professional PHP or Horde consulting?
http://horde.org/consulting/