UPDATED: When notifying users about creation / updates on tickets, notify everybody using a single email message.

helpdesk/forms.py

@@ -554,16 +554,6 @@ class TicketCCForm(forms.ModelForm):
         model = TicketCC
         exclude = ('ticket',)
 
-    def clean(self):
-
-        cleaned_data = super(TicketCCForm, self).clean()
-
-        user = cleaned_data.get('user', None)
-        email = cleaned_data.get('email', '')
-
-        if user is None and len(email) == 0:
-            raise forms.ValidationError(_('When you add somebody on Cc, you must provided either an User or a valid email. Email: %s' %email))
-
 class TicketDependencyForm(forms.ModelForm):
     class Meta:
         model = TicketDependency

helpdesk/management/commands/get_email.py

@@ -281,6 +281,14 @@ def create_object_from_email_message(message, ticket_id, payload, files, quiet):
         new_ticket_ccs = create_ticket_cc(ticket, cc_list.split(','))
 
     notification_template = None
+    notifications_to_be_sent = [sender_email,]
+    
+    if queue.enable_notifications_on_email_events and len(notifications_to_be_sent):
+
+        ticket_cc_list = TicketCC.objects.filter(ticket=ticket).all().values_list('email', flat=True)
+
+        for email in ticket_cc_list : 
+            notifications_to_be_sent.append(email)
 
     if new:
 
@@ -290,7 +298,7 @@ def create_object_from_email_message(message, ticket_id, payload, files, quiet):
             send_templated_mail(
                 'newticket_submitter',
                 context,
-                recipients=sender_email,
+                recipients=notifications_to_be_sent,
                 sender=queue.from_address,
                 fail_silently=True,
                 extra_headers={'In-Reply-To': message_id},
@@ -344,24 +352,18 @@ def create_object_from_email_message(message, ticket_id, payload, files, quiet):
                 recipients=queue.updated_ticket_cc,
                 sender=queue.from_address,
                 fail_silently=True,
-                )
+                )    
 
-    notifications_to_be_sent = []
+        if queue.enable_notifications_on_email_events:
-    ticket_cc_list = TicketCC.objects.filter(ticket=ticket).all().values_list('email', flat=True)
 
-    for email in ticket_cc_list : 
+            if queue.updated_ticket_cc:
-        notifications_to_be_sent.append(email)
+                send_templated_mail(
-
+                    'updated_cc',
-    if queue.enable_notifications_on_email_events and len(notifications_to_be_sent):
+                    context,
-
+                    recipients=notifications_to_be_sent,
-        send_templated_mail(
+                    sender=queue.from_address,
-            notification_template,
+                    fail_silently=True,
-            context,
+                    )  
-            recipients=notifications_to_be_sent,
-            sender=queue.from_address,
-            fail_silently=True,
-            extra_headers={'In-Reply-To': message_id},
-            )
 
     return ticket
 

helpdesk/tests/test_ticket_submission.py

@@ -174,6 +174,9 @@ class EmailInteractionsTestCase(TestCase):
         # and the new and update queues (+2)
         self.assertEqual(email_count + 1 + 2, len(mail.outbox))
 
+        # Ensure that the submitter is notified
+        self.assertIn(submitter_email,mail.outbox[0].to)
+
     def test_create_ticket_from_email_without_message_id(self):
 
         """
@@ -203,6 +206,9 @@ class EmailInteractionsTestCase(TestCase):
         # and the new and update queues (+2)
         self.assertEqual(email_count + 1 + 2, len(mail.outbox))
 
+        # Ensure that the submitter is notified
+        self.assertIn(submitter_email,mail.outbox[0].to)
+
     def test_create_ticket_from_email_with_carbon_copy(self):
 
         """ 
@@ -232,13 +238,21 @@ class EmailInteractionsTestCase(TestCase):
         ticket = Ticket.objects.get(id=followup.ticket.id)
         self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)
 
-        # As we have created an Ticket from an email, we notify the sender (+1),
+        # As we have created an Ticket from an email, we notify the sender
-        # the new and update queues (+2) and contacts on the cc_list (+1 as it's 
+        # and contacts on the cc_list (+1 as it's treated as a list),
-        # treated as a list)
+        # the new and update queues (+2) 
-        self.assertEqual(email_count + 1 + 2 + 1, len(mail.outbox))
+        self.assertEqual(email_count + 1 + 2, len(mail.outbox))
 
-        # Ensure that <TicketCC> is created
+        # Ensure that the submitter is notified
+        self.assertIn(submitter_email,mail.outbox[0].to)
+
+        
         for cc_email in cc_list:
+
+            # Ensure that contacts on cc_list will be notified on the same email (index 0)
+            self.assertIn(cc_email, mail.outbox[0].to)
+
+            # Ensure that <TicketCC> exists
             ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
             self.assertTrue(ticket_cc.ticket, ticket)
             self.assertTrue(ticket_cc.email, cc_email)
@@ -266,9 +280,31 @@ class EmailInteractionsTestCase(TestCase):
 
         email_count = len(mail.outbox)
 
-        self.assertRaises(ValidationError, object_from_message, str(msg), self.queue_public, quiet=True)
+        object_from_message(str(msg), self.queue_public, quiet=True)
 
-    def test_create_followup_from_email_with_valid_message_id_with_when_no_initial_cc_list(self):
+        followup = FollowUp.objects.get(message_id=message_id)
+        ticket = Ticket.objects.get(id=followup.ticket.id)
+        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)
+
+        # As we have created an Ticket from an email, we notify the sender
+        # and contacts on the cc_list (+1 as it's treated as a list),
+        # the new and update queues (+2) 
+        self.assertEqual(email_count + 1 + 2, len(mail.outbox))
+
+        # Ensure that the submitter is notified
+        self.assertIn(submitter_email, mail.outbox[0].to)
+        
+        for cc_email in cc_list:
+
+            # Ensure that contacts on cc_list will be notified on the same email (index 0)
+            self.assertIn(cc_email, mail.outbox[0].to)
+
+            # Ensure that <TicketCC> exists. Even if it's an invalid email.
+            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
+            self.assertTrue(ticket_cc.ticket, ticket)
+            self.assertTrue(ticket_cc.email, cc_email)
+
+    def test_create_followup_from_email_with_valid_message_id_with_no_initial_cc_list(self):
 
         """
         Ensure that if a message is received with an valid In-Reply-To ID, 
@@ -295,6 +331,18 @@ class EmailInteractionsTestCase(TestCase):
 
         followup = FollowUp.objects.get(message_id=message_id)
         ticket = Ticket.objects.get(id=followup.ticket.id)
+
+        # As we have created an Ticket from an email, we notify the sender
+        # and contacts on the cc_list (+1 as it's treated as a list),
+        # the new and update queues (+2) 
+
+        # Ensure that the submitter is notified
+        self.assertIn(submitter_email,mail.outbox[0].to)
+
+        # As we have created an Ticket from an email, we notify the sender (+1)
+        # and the new and update queues (+2)
+        expected_email_count = 1 + 2
+        self.assertEqual(expected_email_count, len(mail.outbox))
         ### end of the Ticket and TicketCCs creation ###
 
         # Reply message
@@ -327,16 +375,23 @@ class EmailInteractionsTestCase(TestCase):
             self.assertTrue(ticket_cc.ticket, ticket)
             self.assertTrue(ticket_cc.email, cc_email)
 
-        # As we have created an Ticket from an email, we notify the sender (+1)
-        # and the new and update queues (+2)
-        expected_email_count = 1 + 2
-
         # As an update was made, we increase the expected_email_count with:
         # cc_list: +1
         # public_update_queue: +1
-        expected_email_count += 1 + 1   
+        expected_email_count += 1 + 1
         self.assertEqual(expected_email_count, len(mail.outbox))
 
+        # As we have created a FollowUp from an email, we notify the sender
+        # and contacts on the cc_list (+1 as it's treated as a list),
+        # the new and update queues (+2) 
+
+        # Ensure that the submitter is notified
+        self.assertIn(submitter_email, mail.outbox[expected_email_count - 1].to)
+
+        # Ensure that contacts on cc_list will be notified on the same email (index 0)
+        for cc_email in cc_list:
+            self.assertIn(cc_email, mail.outbox[expected_email_count - 1].to)
+
     def test_create_followup_from_email_with_valid_message_id_with_original_cc_list_included(self):
 
         """
@@ -374,10 +429,17 @@ class EmailInteractionsTestCase(TestCase):
             self.assertTrue(ticket_cc.email, cc_email)
             self.assertTrue(ticket_cc.can_view, True)
 
-        # As we have created an Ticket from an email, we notify the sender (+1),
+        # As we have created a Ticket from an email, we notify the sender
-        # the new and update queues (+2) and contacts on the cc_list (+1 as it's 
+        # and contacts on the cc_list (+1 as it's treated as a list),
-        # treated as a list)
+        # the new and update queues (+2) 
-        self.assertEqual(email_count + 1 + 2 + 1, len(mail.outbox))
+
+        # Ensure that the submitter is notified
+        self.assertIn(submitter_email,mail.outbox[0].to)
+
+        # As we have created an Ticket from an email, we notify the sender (+1)
+        # and the new and update queues (+2)
+        expected_email_count = 1 + 2
+        self.assertEqual(expected_email_count, len(mail.outbox))
         ### end of the Ticket and TicketCCs creation ###
 
         # Reply message
@@ -402,25 +464,28 @@ class EmailInteractionsTestCase(TestCase):
         ticket = Ticket.objects.get(id=followup.ticket.id)
         self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)
 
-        # Ensure that <TicketCC> is created
+        # As an update was made, we increase the expected_email_count with:
+        # public_update_queue: +1
+        expected_email_count += 1
+        self.assertEqual(expected_email_count, len(mail.outbox))
+
+        # As we have created a FollowUp from an email, we notify the sender
+        # and contacts on the cc_list (+1 as it's treated as a list),
+        # the new and update queues (+2) 
+
+        # Ensure that the submitter is notified
+        self.assertIn(submitter_email, mail.outbox[expected_email_count - 1].to)
+
+        # Ensure that contacts on cc_list will be notified on the same email (index 0)
         for cc_email in cc_list:
+            self.assertIn(cc_email, mail.outbox[expected_email_count - 1].to)
+
             # Even after 2 messages with the same cc_list, 
             # <get> MUST return only one object 
             ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
             self.assertTrue(ticket_cc.ticket, ticket)
             self.assertTrue(ticket_cc.email, cc_email)
 
-        # As we have created an Ticket from an email, we notify the sender (+1),
-        # the new and update queues (+2) and contacts on the cc_list (+1 as it's 
-        # treated as a list)
-        expected_email_count = 1 + 2 + 1
-
-        # As an update was made, we increase the expected_email_count with:
-        # cc_list: +1
-        # public_update_queue: +1
-        expected_email_count += 1 + 1   
-        self.assertEqual(expected_email_count, len(mail.outbox))
-
     def test_create_followup_from_email_with_invalid_message_id(self):
 
         """
@@ -458,10 +523,25 @@ class EmailInteractionsTestCase(TestCase):
             self.assertTrue(ticket_cc.email, cc_email)
             self.assertTrue(ticket_cc.can_view, True)
 
-        # As we have created an Ticket from an email, we notify the sender (+1),
+        # As we have created an Ticket from an email, we notify the sender
-        # the new and update queues (+2) and contacts on the cc_list (+1 as it's 
+        # and contacts on the cc_list (+1 as it's treated as a list),
-        # treated as a list)
+        # the new and update queues (+2) 
-        self.assertEqual(email_count + 1 + 2 + 1, len(mail.outbox))
+        expected_email_count = 1 + 2
+        self.assertEqual(expected_email_count, len(mail.outbox))
+
+        # Ensure that the submitter is notified
+        self.assertIn(submitter_email,mail.outbox[0].to)
+
+        # Ensure that <TicketCC> is created
+        for cc_email in cc_list:
+
+            # Ensure that contacts on cc_list will be notified on the same email (index 0)
+            self.assertIn(cc_email, mail.outbox[0].to)
+
+            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
+            self.assertTrue(ticket_cc.ticket, ticket)
+            self.assertTrue(ticket_cc.email, cc_email)
+
         ### end of the Ticket and TicketCCs creation ###
 
         # Reply message
@@ -491,6 +571,7 @@ class EmailInteractionsTestCase(TestCase):
         ticket = Ticket.objects.get(id=followup.ticket.id)
         self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)
 
+
         # Ensure that <TicketCC> is created
         for cc_email in cc_list:
             # Even after 2 messages with the same cc_list, <get> MUST return only 
@@ -502,7 +583,7 @@ class EmailInteractionsTestCase(TestCase):
         # As we have created an Ticket from an email, we notify the sender (+1),
         # the new and update queues (+2) and contacts on the cc_list (+1 as it's 
         # treated as a list)
-        self.assertEqual(email_count + 1 + 2 + 1, len(mail.outbox))
+        self.assertEqual(email_count + 1 + 2, len(mail.outbox))
 
     def test_create_ticket_from_email_to_a_notification_enabled_queue(self):
 
@@ -526,24 +607,32 @@ class EmailInteractionsTestCase(TestCase):
         msg.set_payload(self.ticket_data['description'])
 
         email_count = len(mail.outbox)
-        
         object_from_message(str(msg), self.queue_public, quiet=True)
+        
 
         followup = FollowUp.objects.get(message_id=message_id)
         ticket = Ticket.objects.get(id=followup.ticket.id)
         self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)
 
-        # As we have created an Ticket from an email, we notify the sender (+1),
+        # As we have created a Ticket from an email, we notify the sender
-        # the new and update queues (+2) and contacts on the cc_list (+1 as it's 
+        # and contacts on the cc_list (+1 as it's treated as a list),
-        # treated as a list)
+        # the new and update queues (+2) 
-        self.assertEqual(email_count + 1 + 2 + 1, len(mail.outbox))
+        self.assertEqual(email_count + 1 + 2, len(mail.outbox))
 
-        # Ensure that <TicketCC> is created
+        # Ensure that the submitter is notified
+        self.assertIn(submitter_email, mail.outbox[0].to)
+
+        # Ensure that <TicketCC> exist
         for cc_email in cc_list:
+
+            # Ensure that contacts on cc_list will be notified on the same email (index 0)
+            self.assertIn(cc_email, mail.outbox[0].to)
+
             ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
             self.assertTrue(ticket_cc.ticket, ticket)
             self.assertTrue(ticket_cc.email, cc_email)
 
+
     def test_create_ticket_from_email_to_a_notification_disabled_queue(self):
 
         """
@@ -581,6 +670,10 @@ class EmailInteractionsTestCase(TestCase):
         # Ensure that <TicketCC> is created even if the Queue notifications are disabled 
         # so when staff members interact with the <Ticket>, they get notified
         for cc_email in cc_list:
+
+            # Ensure that contacts on the cc_list are not notified
+            self.assertNotIn(cc_email, mail.outbox[0].to)
+
             ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
             self.assertTrue(ticket_cc.ticket, ticket)
             self.assertTrue(ticket_cc.email, cc_email)
@@ -615,14 +708,18 @@ class EmailInteractionsTestCase(TestCase):
         ticket = Ticket.objects.get(id=followup.ticket.id)
         self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)
 
-        # As we have created an Ticket from an email, we notify the sender (+1),
+        # As we have created an Ticket from an email, we notify the sender
-        # the new and update queues (+2) and contacts on the cc_list (+1 as it's 
+        # and contacts on the cc_list (+1 as it's treated as a list),
-        # treated as a list)
+        # the new and update queues (+2) 
-        expected_email_count = email_count + 1 + 2 + 1
+        expected_email_count = email_count + 1 + 2
         self.assertEqual(expected_email_count, len(mail.outbox))
 
         # Ensure that <TicketCC> is created
         for cc_email in cc_list:
+
+            # Ensure that contacts on cc_list will be notified on the same email (index 0)
+            self.assertIn(cc_email, mail.outbox[0].to)
+
             ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
             self.assertTrue(ticket_cc.ticket, ticket)
             self.assertTrue(ticket_cc.email, cc_email)
@@ -649,11 +746,21 @@ class EmailInteractionsTestCase(TestCase):
         self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)
 
         # As an update was made, we increase the expected_email_count with:
-        # the ticket submitter: +1
+        # a new email to all TicketCC subscribers : +1
         # public_update_queue: +1
-        expected_email_count += 1 + 1   
+        expected_email_count += 1 + 1
         self.assertEqual(expected_email_count, len(mail.outbox))
 
+        # Ensure that <TicketCC> exist
+        for cc_email in cc_list:
+
+            # Ensure that contacts on cc_list will be notified on the same email (index 0)
+            self.assertIn(cc_email, mail.outbox[expected_email_count - 1].to)
+
+            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
+            self.assertTrue(ticket_cc.ticket, ticket)
+            self.assertTrue(ticket_cc.email, cc_email)
+
     def test_create_followup_from_email_to_a_notification_diabled_queue(self):
 
         """
@@ -684,15 +791,19 @@ class EmailInteractionsTestCase(TestCase):
         ticket = Ticket.objects.get(id=followup.ticket.id)
         self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)
 
-        # As we have created an Ticket from an email, we notify the sender (+1),
+        # As we have created an Ticket from an email, we notify the sender
-        # the new and update queues (+2) and contacts on the cc_list (+1 as it's 
+        # and contacts on the cc_list (+1 as it's treated as a list),
-        # treated as a list)
+        # the new and update queues (+2) 
-        expected_email_count = email_count + 1 + 2 + 1
+        expected_email_count = email_count + 1 + 2
         self.assertEqual(expected_email_count, len(mail.outbox))
         
 
         # Ensure that <TicketCC> is created
         for cc_email in cc_list:
+
+            # Ensure that contacts on cc_list will be notified on the same email (index 0)
+            self.assertIn(cc_email, mail.outbox[0].to)
+
             ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
             self.assertTrue(ticket_cc.ticket, ticket)
             self.assertTrue(ticket_cc.email, cc_email)
@@ -724,7 +835,6 @@ class EmailInteractionsTestCase(TestCase):
         self.assertEqual(expected_email_count, len(mail.outbox))
 
 
-
     def test_create_followup_from_email_with_valid_message_id_with_original_cc_list_included(self):
 
         """

helpdesk/views/staff.py

@@ -340,30 +340,23 @@ def return_ticketccstring_and_show_subscribe(user, ticket):
 
 def subscribe_to_ticket_updates(ticket, user=None, email=None, can_view=True, can_update=False):
 
-    data = {
+    if ticket is not None:
-        'user': user,
-        'email': email,
-        'can_view': can_view,
-        'can_update': can_update
-    }
-
-    ticket_cc_form = TicketCCForm(data)
-    if ticket is not None and ticket_cc_form.is_valid():
 
         queryset = TicketCC.objects.filter(ticket=ticket, user=user, email=email)
 
+        # Dont'create duplicate entries for subscribers
         if queryset.count() > 0:
             return queryset.first()
 
-        ticketcc = ticket_cc_form.save(commit=False)
+        if user is None and len(email) < 5:
-        ticketcc.ticket = ticket
+            raise ValidationError(
-        ticketcc.save()
+                _('When you add somebody on Cc, you must provided either an User or a valid email. Email: %s' %email)
-        return ticketcc
-    else:
-        raise ValidationError(
-                _('Could not create subscribe contact to ticket updated. Errors: {}'.format(ticket_cc_form.errors))
                 )
 
+        ticketcc = TicketCC.objects.create(ticket=ticket, user=user, email=email,can_view=can_view, can_update=can_update)
+        
+        return ticketcc
+
 
 def subscribe_staff_member_to_ticket(ticket, user, email=''):