When making a user submission (literature or author), the user is expected to receive a confirmation email and receive emails about all subsequent replies on the ticket from curators.
As the ticket is assigned to the fake "Inspire" SNow ticket and not the user, this doesn't work out of the box. The current workaround of adding the real user as a watcher on the ticket almost works. The problem is that they sometimes receive an email about the first message (also in description) meant for the curator, but don't receive email about the second message meant for them. This worked correctly on QA/cerntesting instance.
Possible other solutions I could think of:
Make the real user the caller (Guest user in SNow with email address set) instead of using the watchlist, but we might not be allowed to do so by SNow
Change the description to make the user message the description instead of the original curator message (the curator doesn't really care about the description anyway because links are not clickable)
Fix the ordering of events so the user is guaranteed to be watching the ticket when the message for them is posted
Maybe this is a race condition on SNow, and the different requests we make don't get applied in the right order?
Correct ticket (look at activity tab to see the contents of the email sent to the user)
Incorrect ticket or a second one (where the user doesn't understand why they don't have access to the holdingpen link they receive and reply back)
When making a user submission (literature or author), the user is expected to receive a confirmation email and receive emails about all subsequent replies on the ticket from curators.
As the ticket is assigned to the fake "Inspire" SNow ticket and not the user, this doesn't work out of the box. The current workaround of adding the real user as a watcher on the ticket almost works. The problem is that they sometimes receive an email about the first message (also in description) meant for the curator, but don't receive email about the second message meant for them. This worked correctly on QA/
cerntestinginstance.Possible other solutions I could think of:
Guestuser in SNow with email address set) instead of using the watchlist, but we might not be allowed to do so by SNowMaybe this is a race condition on SNow, and the different requests we make don't get applied in the right order?