Let ticket writers CC other team members
I'm looking for a way to put other people on the watch list for a ticket I file. This would be a huge deal for our team. The person who files the ticket isn't always the only person who's in on the discussion. Tickets often come out of discussions between multiple people who want to watch the ticket. Right now they have to be assigned and de-assigned, or the filer has to email them a link so they can click the "watch" button themselves. That's a pain.
For instance, our customer service people often find bugs thanks to the emails of our users. They don't necessarily know if it's a bug, though. When they're not sure, then mention it to a developer, who may be better suited to file (or not file) the ticket. The CS person needs to be CC'd on the ticket so they see when it closes to follow up with customers. Right now that's a painful process.
CC'ing is done all the time in Bugzilla, and it's a huge boon. We would really, really love to be able to have something similar for our team.
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1 Posted by Will Duncan on 24 Nov, 2008 07:54 PM
We're currently working on integrating this into Lighthouse. It's a watchers setting, where you can assign specific people to be notified of the ticket or the entire team, etc. We'll be testing it shortly and hopefully deploying in the near future.
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2 Posted by Peeja on 24 Nov, 2008 08:42 PM
Awesome. Thanks!
3 Posted by Rick on 24 Nov, 2008 09:10 PM
Easy easy, I never promised adding watchers from emails, Will :) However, we did just upgrade to a much better email processing solution. This should be possible, and is a very good idea. Thanks.
4 Posted by System on 24 Nov, 2008 10:31 PM
This discussion was assigned to rick, on ticket 8.
5 Posted by (anonymous) on 25 Nov, 2008 08:15 PM
I have been asking for this for months! Count me in as a +1 on this.
Even if we can just "cc" instead of forcing others to watch a ticket.
6 Posted by Will Duncan on 25 Nov, 2008 08:19 PM
Josh, the actual implementation isn't through email cc'ing, I actually misread the original request and made a fool of myself in public. I took my lashes and Rick corrected me. But it will be available in the UI, and with current plans to update the email system, it may very well be possible to implement it into the email system as well.
7 Posted by Peeja on 25 Nov, 2008 08:28 PM
Oh, you mean actually CC'ing in the original email? That would be pretty neat, but it's much more sophisticated than what I need. :) Just doing it from inside the Lighthouse UI is fine.
8 Posted by Will Duncan on 25 Nov, 2008 08:52 PM
haha...yeah I think I got a mixed message from what Rick was thinking, and now I botched his interpretation of my own.
Anyway, a multi-watchers assignment feature is coming to the UI soon in a Lighthouse near you.
brandi closed this discussion on 29 Jun, 2012 10:05 PM.