Custom Query (332 matches)

Hello,

I love your product, it is a vital part of our workflow. We upgraded a few weeks ago, but only recently noticed that tickets were not being reopened when the reporter replied to the notification email on a closed ticket. Your documentation says to do this in email2trac.conf:

[project] # workflow_<ticket status>: <workflow name> workflow_closed: reopen

This makes it seem like you need to literally create a block called [project] (since there is such a thing in trac.ini) with workflow directive line, when in fact you only need to add the workflow directive line to the [DEFAULT] block. I would suggest changing your documentation to make this less confusing. I spent several frustrating hours trying to figure out why it wasn't working.

Thanks,

Ken Geter Academic Technologist / PhD student Iliff School of Theology Denver, CO, USA

This ticket is closely related to #253.

When using Email2Trac to handle incoming customer email, it would be nice to have the script only update tickets sent from the reporter. This option would obviously remove the capability for developers to update tickets via email (and thus this option should be disabled by default), but would be excellent for customer support, where the reporter is the only external client who should ever update a ticket.

Something like restrict_update_to_reporter. With the option enabled, if no tickets are found with the same subject/ticket# AND same reporter/sender, then create new ticket.

As mentioned in #252, we're using this script to handle incoming customer email. In this use case, it is possible to confuse the script simply by having two tickets named the same (or, with Email2Trac, two emails with the same subject line).

To reproduce:

• Obtain two email accounts, accountA and accountB.
• From both accounts send an email with the same subject line.
• Email2Trac will create two tickets.
• Use both accounts to reply to their own email.
• Email2Trac will place both replies on accountB's ticket (whichever has the higher ticket number).

Expected behavior:

• I would expect accountA's reply to go to accountA's ticket instead.
• If no ticket number is found in subject line and multiple tickets match the subject line, Email2Trac should prioritize tickets that have reporter equal to the email sender.