Notification to caller when userrequest changes unless caller was modifier

[Marcel Wouters]

I want to sent all changes of the public_log to the caller of the ticket. Unless they change it themselves.

Now when a support e-mail comes in, the public log gets updated and the sending user receives an e-mail saying the ticket changed.. which is logical because they themselves changed it..

How can I stop this from happening?

[Pierre Goiffon]

Hello,

I think the answer is in the documentation :

For example, to send a notification to the agent only if he did not triggered the event himself, the To field will contain:

SELECT Person WHERE id= :this->agent_id AND id != :current_contact_id

[Marcel Wouters]

I don't want to mail the agent. I want to mail the caller.

Apparently an incoming mail gets the current_contact_id of 1 (admin user?). I assumed the incoming mail handler would assign the current_contact_id from the incoming "from e-mail address", but instead the id=1 is assigned.

So my solution is now:

SELECT Person WHERE id = :this->caller_id AND :current_contact->id != 1

Cheers for the support.