default assigned_to

[ghost]

Feature Request

As far as i can tell, there are no settings to handle this situation;

• A mailbox is set up to receive bounced email messages from automated systems
• These bounces should never be replied to - the bounce is there because the original sender is not contactable and the reason is somewhere in the message (ie over quota, bad MX, no mailbox at that address, temporary routing failure)
• A queue in django-helpdesk is created and configured to watch this mailbox - the tickets created by the emails should be automatically assigned to one person and an email sent to them, and as above, should not generate the email acknowledging the creation of the ticket

We have the same situation for queues that monitor application errors, printer faults, system alerts etc etc - all have the same attributes in that the owner/submitter of the ticket is not a real person and should not be replied to.

This feature request can be split into two parts - a flag set on the queue that specifies that the owner should not be contacted, and a system to automatically assign a ticket to a person, but only when that ticket is generated by an email queue. AFAIK this 2nd feature is not the same as default_owner - default_owner only assigns an owner when an anonymous user creates a ticket via the web page.

Any comments?

[gwasser]

I like the proposal offhand, I have a similar problem in my usage where we prefer to not reply to the original submitter.

I'll have to take a look at default_owner, I'm not sure if that's only anonymous user via public or not. I don't know.

Probably I see the setting being more of a drop-down list of options rather than boolean on/off, of "Always assign to default_owner", "Only assign to default_owner when receive email report", or "Never assign to default_owner (always Unassigned)".

[ghost]

I find that ownership (meaning the creator of the ticket) is somewhat muddied by the verb "Take" on the button next to "assigned to" - I read it as "Take Ownership" when it doesn't mean that at all - it means "Take this ticket" or "Assign to me". Also, internally we have the mantra of owning a problem until it is solved, so by "Take"ing a ticket, you own it until you assign it to someone else, or resolve it. Do we have a clear nomenclature here? Maybe we could improve it by more clearly defining the terms.

[gwasser]

We could change the text on the button to read "Assign to Me" if that's more clear. What other terms do you think might be unclear?