Lighthouse wrote:Oded - In response to my earlier post regarding Administrator emails with 5.6.03. Today we setup a test environment for your support to look at. We found that if we upgraded from 5.5.03 directly to 5.6.03 in the test environment than emails seemed to work for both Administrators and Submit Users. However, if we went to 5.6.02 as an interum upgrade, then to 5.6.03, emails did not work for administrators.
Point is, the overall issue with emails to administrators is now moot providing that users with multiple LDAP connetions do not load 5.6.02 befor 5.6.03. Which is not too likely since this will GA at 5.6.03 or beyond.
Just to be clear, this update does not fix any of the other issues I expressed regarding LDAP.
Thanks for your time.
I would like to clarify an issue that may cause confusion here regarding the notifications:
There was an issue in SysAid that started a few releases back related to the fact that automatic notifications were sent to administrators when they themselves performed the action : If I decide from within SysAid to assign a Service Request to myself - there is no need for an email to be sent out to me - I am the one that updated the SR.....
The same goes for the scenario when I open a new Service Request and assign it to myself - no notification is required to be sent out to me.
This issue was fixed from Beta Release 5.6.02 and of course also included in Beta 5.6.03.
Some of maybe weren't aware of this as a problem, or just got used to it - but it was classified as an annoying problem by us and a number of customers as well.
We came around to fix this issue now while developing a new related feature - maybe it wasn't communicated good enough - I will make sure it is now again:
Assigned administrator will not receive the specific automatic notification regarding a Service Request that has just been updated/created by themselves
Again - the idea is that if they performed the change - they don't need the extra email to notify them.
I am not sure you were clear about this and that is maybe what caused your unexpected specific testings issues regarding email notifications.
Now regarding the new feature related to email notifications:
There is a new Checkbox under HelpDesk settings :
Send email notification to the submit user.
It will be unchecked by default - if you are a support rep and open service requests for others via phone calls or any other method - until now you have been part of the loop of automatic notifications for all issues related to the service request. The submitter doesn't need to be in the loop just because he was the one that entered the request.... So now we added the option to choose if you want to send email notifications to the submitter - default is NO in the upgrade and new installations.
Hope it is a bit clearer now.....I will see that the release notes are also clear.
I know that your issues regarding the LDAP and special characters have nothing to do with this - but not knowing this may have made it hard on you to perform or understand the results of your tests.
Our support team and R&D would like to accept your offer to access your test environment and see the issues. We created an environment as similar as possible to yours with multiple domains and the issues you experience seem to work fine here with are latest release - so I am sure that your assistance in this case will help us put the finger on the problem and solve it
Thanks for your cooperation and I hope this is last step in providing a full resolution to your problem,
Oded
