Last modified: 2014-06-29 20:52:15 UTC

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Bug 54773 - Receiving OTRS follow-up notification emails for tickets that they are not associated with
Receiving OTRS follow-up notification emails for tickets that they are not as...
Status: RESOLVED FIXED
Product: Wikimedia
Classification: Unclassified
OTRS (Other open bugs)
wmf-deployment
All All
: Normal normal (vote)
: ---
Assigned To: Nobody - You can work on this!
:
Depends on:
Blocks:
  Show dependency tree / graph
 
Reported: 2013-09-29 23:52 UTC by Ryan (Rjd0060)
Modified: 2014-06-29 20:52 UTC (History)
5 users (show)

See Also:
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Mobile Platform: ---
Assignee Huggle Beta Tester: ---

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Description Ryan (Rjd0060) 2013-09-29 23:52:43 UTC 
Similar to bug 8662 and bug 17569 so information there may be useful.

When a customer replies to us, we get (in our personal email) a "follow-up notification" that is automatically sent by the OTRS software.  Users should only receive said notification if they were the actual current owner of the ticket.  

There have been repeated reports since our software upgrade last month that users are receiving follow-up notification emails for tickets that they are not and have never been associated with. The most recent occurrence of this bug was just moments ago, [[Ticket:2013092710015732]] for reference.

I've checked the queue settings for this ticket (and for previous reports of this issue) and they all seem to be in order.  Namely, the "Ticket lock after follow up" setting is marked 'Yes', which is the way to avoid this issue otherwise.
Comment 1 jeremyb 2014-06-29 00:37:07 UTC 
Is there a more recent example of this happening?
Comment 2 Ryan (Rjd0060) 2014-06-29 20:52:15 UTC 
I don't believe so.  May have been fixed with an upgrade or other tweak.  If we have any further issues I will reopen this bug.
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