I think we should discuss that a little bit more in detail. What is the desired output and what would be an overkill? I think that this is something rather specific and should definitely be realised as an extension.

There are many unaswered questions. Maybe you could describe this task a little bit more in detail.

Registered users always need to supply an e-mail address. Maybe right now this e-mail address isn’t validated but that would be a secondary problem.

If I only give registered users access to the retrospectiva system, let’s suppose they all have valid e-mail addresses.

Our workflow is as follows:

• We give some of our client’s access to our ticketing system
• Our primary contact receives feedback from individual users and sometimes this leads to a ticket being created
• Our primary contact creates a ticket with himself as a requester and his colleague as a CC.

• Then I will see the ticket in the database and assign the ticket to myself.
• Now all the communication via the ticket comments should be forwarded
• Whenever I or our primary contact add a comment to the ticket, an email notification is sent to me (the owner), the primary contact (the requester) and everybody that has been set CC.
• This way, I don’t have to check back and take a look at all my tickets to see if anybody (like you in this case here) has replied something.

Although my description detailed our specific workflow, I think commenting on a ticket should work a bit like a discussion on Slashdot (without the trolls ;-) in the sense that I’m notified whenever someone replies to my ticket.

In general, as soon as you use the ticketing system in a large enough context it gets extremely difficult to keep track of all changes. Mail notifications make that significantly easier.

In short:

You want registered users to be able to “subscribe” to tickets, so they can get a notification, when something has changed. Of course they should be able to ‘unsubscribe’, eg. when the ticket does not interest them anymore.

Using the CC field a user could subscribe to the ticket or unsubscribe. I would like to configure notifications on a per-system level too. Requesters and owners are always subscribed.

Duplicate of [#37]