dual notification on escalade

[hcimadomo-procsi]

Hello,
glpi 10.0.15/escalade 2.9.7:
An escalation to a new group generate dual notification : one for the old group and on for the new group. The configuration for notification is "new group in assignees" and " groupe chargé du ticket" in destinataire.
any idea ?
BR

[Windayz]

Well, if you've set up the old and new groups to receive a notification, it's normal for them to do so, isn't it?

[DEF-IT]

Hello, since the update to GLPI 10.0.16 and escalade 2.9.7 we are facing nearly the same issue.
When a ticket is escalated to a new group, the system send the email twice to the new group.
In notification only "groupe chargé du ticket" is set for "New group in assignees"
It was working well prior to the update.
Thanks for your help

[Gaelolito]

Hello,
Same case with GLPI 10.0.16 / Escalade 2.9.7
When a ticket is escalated to a new group, the system send the email twice to the new group.
Parameter notification :

Thanks for your help

[hcimadomo-procsi]

Well, if you've set up the old and new groups to receive a notification, it's normal for them to do so, isn't it?

No, the target of notification "new group in assigned" is "last group assigned". Same with "group assigned"
This work well with escalade version 2.9.4.

[hcimadomo-procsi]

same issue with 2.9.8.
BR

[stonebuzz]

Hi @hcimadomo-procsi , @DEF-IT , @Gaelolito , @Windayz

can you retry by using "main" branch ?

[Windayz]

Hi @hcimadomo-procsi , @DEF-IT , @Gaelolito , @Windayz

can you retry by using "main" branch ?

everything is working properly, I haven't detected any bugs yet.
except for one small detail: if a mandatory field hasn't been filled in and you change the technician group and validate, it gives you an error because you haven't filled in the mandatory field, but the plugin still displays the “escalate to...” bubble.
Otherwise, all's well.

[stonebuzz]

@Windayz

can you open new issue for this ?

[Gaelolito]

Hi @hcimadomo-procsi , @DEF-IT , @Gaelolito , @Windayz

can you retry by using "main" branch ?

Escalade 2.9.8
Destinataire : New group assignee
always 2 identical notifications sent to each technician in the group

[Windayz]

always 2 identical notifications sent to each technician in the group

yes, I'm wide awake but he's right, there are two notifications sent.

[DEF-IT]

Hello, using version 2.9.9 still have double notification.

[Gaelolito]

Hello,
I have always double notification with 2.9.9

[DEF-IT]

Hello, it seems that commenting the line 413 of the ticket.class.php fix the problem. I receive one notification (the one with previous + new group).
In fact the double notification problem was

• one notification with only the new group being escalated to
• one notification with the old group and the new group

[stonebuzz]

@DEF-IT no impact on other notifiactions?

@Gaelolito @Windayz @hcimadomo-procsi con you confirm ?

[DEF-IT]

@DEF-IT no impact on other notifiactions?

@Gaelolito @Windayz @hcimadomo-procsi con you confirm ?

Well, it seems to work fine, despite the notification should only be the one for the escalated group not the one with both old group + new group. Old group are being notified while they don't need too.

This modification was provided by someone of infotel while troubleshooting another issue.

[Gaelolito]

I can't test until Monday
I'll keep you posted