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ivaldi / brimir

Email helpdesk built using Ruby on Rails and Zurb Foundation
http://getbrimir.com
GNU Affero General Public License v3.0
1.38k stars 299 forks source link

Internal notes are send to customer #412

Closed cimm closed 6 years ago

cimm commented 6 years ago

The "Reply" vs "Internal note" feature is useful. Choosing the "Internal note" radio option does not however disable or blank out the reply_notified_user_ids field. Even worse, it's pre-populated with the ticket reporter's address, probably the customer.

This means that the internal note will, in most cases, be send to the customer by default. This seems wrong, I expect an internal not to never be shared with the customer since it might include sensitive details.

Wouldn't it be safer to hide, blank out, or remove non agent addresses from the reply_notified_user_ids field?

jamgregory commented 6 years ago

@cimm - unless I'm mistaken, clicking the 'Internal note' field does blank out the field that usually has the reply addresses to it? We've certainly not experienced this in our use of Brimir.

lostapathy commented 6 years ago

I seem to be having the same issue as @simm - running off current version of the code. @jamgregory are you running the latest or any chance you're on a slightly older version?

jamgregory commented 6 years ago

@lostapathy - we're running a slightly older version, yeah - newer than the latest release, but not the latest version on master.

lostapathy commented 6 years ago

thanks - I think there was a regression in this. Looks like I get a 500 on an ajax call when you make an internal note, I bet that's the root of it. Will look into it next week.