2 messages in com.mysql.lists.eventum-develRE: Authorized Repliers| From | Sent On | Attachments |
|---|---|---|
| Clay Loveless | 29 Aug 2004 17:29 | |
| Joao Prado Maia | 30 Aug 2004 06:33 |
| Subject: | RE: Authorized Repliers |
|---|---|
| From: | Joao Prado Maia (jp...@mysql.com) |
| Date: | 08/30/2004 06:33:50 AM |
| List: | com.mysql.lists.eventum-devel |
Clay,
For example -- If I create an issue in Project A via e-mail (Issue::createFromEmail()), everyone that is assigned to Project A gets an e-mail.
Only if they want to. That's a preference option called "Receive emails when all issues are created ?". If the other team members uncheck that option, they will no longer receive the emails.
However, responses to that e-mail (going to issue_##@killersoft.com) all get filed in the notes section of the issue as blocked e-mails.
Right, because they are not authorized repliers (or in the assignment list).
Is there a particular reason that all project members aren't automatically considered Authorized Repliers? It seems like they should be, and that the intent is that they would be, but the current code isn't working quite right to make that a reality.
Yes. The reason is that we want to avoid having 4 different people communicate with your customer. This is also an internal usage philosophy of our support team, but we want to always have _one_ person responsible for the ticket (the assignee) and have that person communicate with the customer. If you have 5 different people in the Authorized Replier list, then it gets difficult to impose order.
If someone else needs to send an email to the issue, and it gets blocked, then it is the responsibility of the assignee to unblock it.
Hope that makes sense to you.
--Joao