Telling the Analyst a Ticket Is Theirs - edmozley/freeitsm GitHub Wiki

Telling the analyst a ticket is theirs

FreeITSM has always emailed the person who raised the ticket when it is assigned — "assigned to Sam, we will update you soon". From 2.5.0 there is a second, separate email written for the analyst it landed with.

Asked for in #148 by An Duong, who reported that the assignment email reaches the requester rather than the analyst.

It was not a bug. That template is addressed to the requester by design, and the whole point of it is that the person waiting hears their ticket is being worked on. Redirecting it would have taken that away to add something else. Two events was the answer.

The two events

Under Tickets → Settings → Email templates:

Event	Goes to	Links to
Ticket assigned	the requester	their portal view of the ticket
Assigned to an analyst	the analyst it was assigned to	the inbox

They are independent. Configure one, both or neither — switching the new one on changes nothing about the one you already had.

It is not sent when you assign a ticket to yourself. An email describing what you did three seconds ago is how a person learns to ignore notifications.

Knowing who a template reaches

The templates screen now has a Sends to column saying requester or assigned analyst for each template, beside which senders it covers. Those were two different questions sharing one column before.

Writing the analyst's version

⚠️ [analyst_name] is the ticket's owner, where one is set — which on most desks is a different person from whoever it is assigned to.

A template addressed to an analyst almost always wants [assigned_analyst_name], and there is now [assigned_analyst_email] and a link straight into the inbox to go with it. The template editor says so where you pick the placeholders.

Where the analyst's email is recorded (4.9.0, #244)

The analyst's email is not added to the ticket's conversation - the conversation is what was said with the requester. It is listed in the email send log, and the ticket's History shows Assignment email - Sent to Sam [email protected].

Before 4.9.0 it was saved into the conversation, which had two side effects: it became the newest message, so Reply was addressed to the analyst instead of the requester (only after somebody else assigned the ticket - assigning it to yourself sends no email), and a portal set to show third-party messages showed it to the requester. Reply now also ignores any older message that went only to your own analysts, so tickets from before the change reply to the requester too. The To box can always be edited, as it always could.