My Tasks Emails
HOPE emails you when your My Tasks page holds a ticket you have not opened since somebody else created or changed it, and reminds you while it stays unopened. Nothing is emailed about a ticket you have already opened, and nothing you did yourself ever triggers an email.
What counts as unread
A ticket is unread for you when somebody else, after you last opened that ticket:
| Did this | It shows up on |
|---|---|
| created a ticket that nobody is assigned to, in a programme you may assign in | Needs assignment |
| assigned a ticket to you | Assigned to you |
| edited, moved to another status or added a note to a ticket assigned to you | Assigned to you |
| sent a ticket for approval that you may approve | Pending approval |
Closed tickets never count, and neither does anything you did yourself: assigning a ticket to yourself, editing or closing your own ticket, or sending it for approval. A ticket you have never opened counts from the moment HOPE started tracking you in the business area (your first visit to My Tasks, or the first check that looked at you), so nothing older than that is ever emailed.
The email
One email per business area, with the business area in the subject:
[Somalia] HOPE: you have new tasks
Tickets on your My Tasks page were created or changed and you have not opened them yet.
Assigned to you - open My Tasks
Pending approval - open My Tasks
It names the tabs holding unread tickets, each with a link that opens My Tasks on that tab. It carries no counts and no ticket IDs. The reminders are the same email with the subject [Somalia] HOPE reminder: you have new tasks and "Reminder:" in front of the first sentence.
When it is sent
The check runs every MY_TASKS_MONITOR_WINDOW days (one by default, so every day) at 06:00 in
your own timezone (GRIEVANCE_NOTIFICATION_HOUR). A user with no timezone set is treated as being
in the business area's timezone.
- The first check that finds an unread ticket, you get one email.
- After that, nothing more is sent however many further changes arrive.
- If something is still unread
MY_TASKS_ALARM_WINDOWdays after that email (seven by default), you get a reminder. - The reminder repeats every
MY_TASKS_REPEAT_EACHdays (two by default) for as long as something stays unread.
The cycle ends once nothing is unread any more: you opened the last unread ticket, used Mark all as read on the last tab with unread tickets, or a check found nothing unread. The next unread ticket starts again with a "you have new tasks" email. Opening other tickets while one stays unread does not restart the cycle, so the reminders keep their schedule.
Turning it on
Three switches, all of which must be on:
| Where | Setting |
|---|---|
| Global (Constance) | ENABLE_MAILJET — sending email at all |
| Global (Constance) | SEND_GRIEVANCES_NOTIFICATION — grievance emails specifically |
| Per business area | Enable email notification |
The three windows are Constance settings too: MY_TASKS_MONITOR_WINDOW, MY_TASKS_ALARM_WINDOW
and MY_TASKS_REPEAT_EACH, all in days.
Overdue thresholds
A ticket counts as overdue once it is older than the threshold for its category:
| Setting | Default | Applies to |
|---|---|---|
GRIEVANCE_OVERDUE_THRESHOLD_SENSITIVE |
1 day | Sensitive Grievance tickets |
GRIEVANCE_OVERDUE_THRESHOLD_NON_SENSITIVE |
30 days | every other category |
Both are measured from the ticket's creation date and drive the Overdue Only filter on My Tasks. Being overdue does not by itself trigger an email.