0000185: Trigger each time an incident is updated by an engineeer

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Date Submitted

Last Update

0000185

SiT!

triggers

public

2008-10-21 15:40

2008-11-21 17:27

Reporter

nicdev

Assigned To

kieran

Priority

normal

Severity

feature

Reproducibility

N/A

Status

closed

Resolution

fixed

Platform

OS Version

Product Version

3.36

Target Version

3.40

Fixed in Version

3.40

Summary

0000185: Trigger each time an incident is updated by an engineeer

Description

As discussed in the Forum before we need to add a trigger that fires each time an incident is updated by the engineer. When the trigger fires we will send an e-mail to the incident logger something like this:

"Your incident #XXX has been updated, please log into the portal to view the update, and respond in the portal directly.

DO NOT respond to this e-mail directly, use the portal for your responses."

This will force the incident reporters in the countries to use the portal and we will not have to cut-and-paste e-mail info into SiT from Outlook.

In this way we will save a lot of time and eventually we will only use SiT and not Outlook.

Thus to recap, when the engineer clicks the "Update Incident" button at the bottom of the update screen, a trigger will fire to tell the customer that an update of the incident has occurred.

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Notes
(0000118) ivan (administrator) 2008-10-21 15:55	I agree that we should add this feature, I've marked it on the roadmap for the 3.45 release. Even though this has been requested as a work-around to the fact that incoming email isn't currently working fully. Incoming email should be working fine for v3.40.

(0000120) kieran (administrator) 2008-10-21 23:26	Fixed in trunk r4056, it just needs an email template adding to the trigger on the triggers page. I wasn't going to add one but it looks like the add template email page is still pre-triggers so I'll add a default one in, you'll just need to associate the two.

Issue History
Date Modified	Username	Field	Change
2008-10-21 15:40	nicdev	New Issue
2008-10-21 15:55	ivan	Note Added: 0000118
2008-10-21 15:55	ivan	Status	new => acknowledged
2008-10-21 15:55	ivan	Target Version	=> 3.45
2008-10-21 15:55	ivan	Summary	Adding additional triggers (as per Forum discussion) => Trigger each time an incident is updated by an engineeer
2008-10-21 23:26	kieran	Note Added: 0000120
2008-10-21 23:26	kieran	Assigned To	=> kieran
2008-10-21 23:26	kieran	Status	acknowledged => resolved
2008-10-21 23:26	kieran	Resolution	open => fixed
2008-10-21 23:26	kieran	Fixed in Version	=> 3.40
2008-10-21 23:26	kieran	Target Version	3.45 => 3.40
2008-11-21 17:27	kieran	Status	resolved => closed