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Friday, June 26, 2015
Hi Inflectra,
here are some feature requests we got from our KronoDesk users.

Mail integration
When KronoDesk sends out emails informing users about ticket changes, the information provided in these mails very often is not really helpful. We think that simply providing the current status is not enough. The following pieces of information are required
- Who changed the ticket?
- What was changed (e.g. new comment, status change, new assignee)?
- What was the old value and what is the new value (e.g. status changed from "Open" to "Closed")
As far as we can see the current implementation does not provide that.

We would like to have different email templates for different events and more ${...} variables (like ${OldStatus}, ${CurrentStatus}). With these two additions we could build most of what we need.

Regards
Werner

2 Replies
Werner AlexiWerner Alexi
re: Werner Alexi on Friday, June 26, 2015
Monday, June 29, 2015
Hi Inflectra,

here is a new feature request for KronoDesk:
There should be a way to move a ticket as a comment to another ticket. 
Background:
Very often there is a lot of email going back and forth with customers regarding one and the same problem. If customers send this directly to the developer - no problem. However we would like to have this documented in KronoDesk. So we simply forward the mail to support and KronoDesk creates a new ticket. We do not expect that KronoDesk understands that this new ticket really belongs to an existing one, but it would be nice to at least be able to manually move the ticket as a comment to the existing ticket, so that the number of actual open tickets reflects reality.

Kind regards
Werner
Elise B.Elise B.
re: Werner Alexi on Friday, June 26, 2015
Monday, June 29, 2015
Hi Werner,

Thanks for the suggestions. There are some aspects of your requests that are already implemented: 

You can already have a different email template for each event. For example, you can have one event that fires when the status is changed and one event that fires when the assignee is changed. The subject line and body can be different for each event. In that way, the notification message will specify what was changed and its new value.

You are correct that it is currently not possible to include who changed it and the old value. For that, I submitted an enhancement request.

Regards,
Elise
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  • Started: 6/26/2015
  • Last Reply: 6/29/2015
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