Logging this here for accountability as I have not received any response to emails sent about this.
We have SLA Manager configured for tickets in a specific status that reach x hours passed the due date to email the ticket recipients using an email template (to remind them a ticket is waiting on their update).
The email template contains the following variables:
Ticket Number
Account Name
Due Date
Priority
Last Updated
Ticket Problem
We have discovered that if the 'Ticket Problem' variable contains an email address (standard formatting, name@domain.com) the SLA Manager breaks and sends this email to the email recipients every time datasync.php is ran (for us, every 20 minutes).
We have annoyed plenty of customers by sending them over 300 emails over a weekend due to this bug when we did not know what was causing it.
I raised this with David on the 29th of last month. r6 came out shortly after which as far as we can see has caused the Ticket Problem variable to no longer work, so our email templates only have <-ticketproblem-> (which has avoided the problem but not resolved).
We have SLA Manager configured for tickets in a specific status that reach x hours passed the due date to email the ticket recipients using an email template (to remind them a ticket is waiting on their update).
The email template contains the following variables:
Ticket Number
Account Name
Due Date
Priority
Last Updated
Ticket Problem
We have discovered that if the 'Ticket Problem' variable contains an email address (standard formatting, name@domain.com) the SLA Manager breaks and sends this email to the email recipients every time datasync.php is ran (for us, every 20 minutes).
We have annoyed plenty of customers by sending them over 300 emails over a weekend due to this bug when we did not know what was causing it.
I raised this with David on the 29th of last month. r6 came out shortly after which as far as we can see has caused the Ticket Problem variable to no longer work, so our email templates only have <-ticketproblem-> (which has avoided the problem but not resolved).
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