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IDProjectCategoryView StatusDate SubmittedLast Update
0000624SiT!templatespublic2009-03-31 21:212011-02-14 13:18
Assigned Tokieran 
PrioritynormalSeverityfeatureReproducibilityhave not tried
PlatformOSOS Version
Product Version3.45 
Target Version3.90beta1Fixed in VersionCurrent GIT 
Summary0000624: Incident Update Email Template to include the latest update made
DescriptionI would like a way to include the latest update made to an incident in the email that gets sent out that there was an update to the incident.

The only reason I am asking for this feature is because another help desk app I use provides this, and I it very useful. The reason being that I get to see the update in an email instead of having to log into the web site to review what was updated... especially if it is just the customer saying that they need to look into something and get back to me. Also, I have a trigger setup to email when there is an update... but I may be mobile and not have the bandwidth or opportunity to get into the web site and look, yet my email gets delivered to my BlackBerry, so I could read it if it was in the email.
TagsNo tags attached.
Attached Files

- Relationships
related to 0000411resolvedkieran Ability to send/forward the entire case history to another person internal or external 

-  Notes
User avatar (0000878)
ivan (administrator)
2009-03-31 21:38

Thanks Tim, I can definitely see this being useful
User avatar (0000921)
nicdev (developer)
2009-04-16 18:49

Hi Ivan,

Not sure if this was forgotten, but it is almost what we wanted for bug 411... It could be nice to have a tickbox (or 2) to say "include last update" OR "include entire case history" ...

User avatar (0000922)
kieran (administrator)
2009-04-16 20:01

This is a fairly simple one, should we limit the amount of updates though? I wouldn't fancy getting trying to read an email with 100+ updates in it?
timfederwitz (reporter)
2009-04-16 20:11

If you're looking for user feedback ;-)

I like the idea to have checkboxes to 1) enable/disable; 2) Include only latest update; 3) Include entire history (I would probably not use this myself); then possibly a sub-checkbox or field to limit the number of history to include (like, "Last=10" or something)
User avatar (0000938)
nicdev (developer)
2009-04-20 08:29

Hi Ivan/Kieran,

I am tending to agree with timfederwitz. We have had many discussions in our team about this one, and it seems to remain on the checkbox idea.

The most important is selectivity, for eg.

The first update is quite important because it has the original claim/complaint of the customer. Then also the entire history (not the reassignments and stuff) is important for referring to another person or engineer not in the sit system. So from our POV, the checkbox idea with the following suggestions:

Box 1: Original customer mail
Box 2: Last update
Box 3: Last 6 correspondences (this one may be configurable by the config page?)
Box 4: Entire case history

and by default we should not include updates that are hidden from the protal in this equation..

Hope this helps some..
User avatar (0000940)
ivan (administrator)
2009-04-20 11:20

How about 4 new template variables

{{recentupdates}} - This one configurable from config page

That way you can define what you want to show by editing the email template.

I'm all for it being configurable but I can't work out where a checkbox could go?
User avatar (0000944)
kieran (administrator)
2009-04-20 12:13

Ivan took the words out of my mouth, it's not obvious where to put the checkbox yet. There will be a way to configure things on triggers like this in future but it's a fair bit of work and it won't be this release cycle.
timfederwitz (reporter)
2009-04-20 12:41

Ivan's proposal works for me. I don't think a checkbox is necessary (personally). It's just what came to mind when thinking about how to configure it. ;-)
User avatar (0000946)
nicdev (developer)
2009-04-20 13:00

For sure, in fact just after posting the note, i was thinking the same thing ;-)

In fact this is a better solution because we can pre-make several templates to be selected when we click "email" and then you just pick the correct template from the dropdown list.

I second that :-D
User avatar (0002284)
nicdev (developer)
2010-01-14 10:35

Hi All,

Just to raise this again as it has been along time since it was discussed .. what do you guys think for a target version?
User avatar (0002293)
nicdev (developer)
2010-01-20 08:38

As a feedback i have created a few template variables, and they are working fine, but there is another dimension we did not take into account here which became evident once we started testing yesterday.

If i send the case history to for instance our R&D team, it works great, but now when the engineer responds by clicking "reply" the entire case history + his comments are put into the case log, and now it becomes a bit difficult ...

The case becomes extremely unreadible, and difficult to manage due to the huge updates. So in the end we believe by solving the issue we had (forwarding the entire case history) we have created another bigger problem...

Anybody's inputs are welcome.

For now we are thinking in the direction of creating a sort of function that creates a pdf of the case history that can be sent as an attachment when the template is selected...
User avatar (0003009)
kieran (administrator)
2010-04-10 21:16

Added in git commit [^]

Can be used via the {updatetext} trigger variable. By default it will include one update, adding a trigger parameter e.g. 'numupdates = 5' will add 5 and 'numupdates = -1' will add all (use with caution!)

- Issue History
Date Modified Username Field Change
2009-03-31 21:21 timfederwitz New Issue
2009-03-31 21:38 ivan Note Added: 0000878
2009-03-31 21:38 ivan Status new => confirmed
2009-04-16 18:49 nicdev Note Added: 0000921
2009-04-16 20:01 kieran Note Added: 0000922
2009-04-16 20:11 timfederwitz Note Added: 0000923
2009-04-16 20:47 ivan Relationship added related to 0000411
2009-04-20 08:29 nicdev Note Added: 0000938
2009-04-20 11:20 ivan Note Added: 0000940
2009-04-20 12:13 kieran Note Added: 0000944
2009-04-20 12:41 timfederwitz Note Added: 0000945
2009-04-20 13:00 nicdev Note Added: 0000946
2010-01-14 10:35 nicdev Note Added: 0002284
2010-01-20 08:38 nicdev Note Added: 0002293
2010-04-10 21:16 kieran Note Added: 0003009
2010-04-10 21:16 kieran Assigned To => kieran
2010-04-10 21:16 kieran Status confirmed => resolved
2010-04-10 21:16 kieran Resolution open => fixed
2010-04-10 21:16 kieran Fixed in Version => Current GIT
2010-04-10 21:16 kieran Target Version => 4.0
2011-02-14 13:18 ivan Fixed in Version Current GIT => 3.90beta1
2011-02-14 13:18 ivan Fixed in Version 3.90beta1 => Current GIT
2011-02-14 13:18 ivan Target Version 4.0 => 3.90beta1

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