Joel Wedemire
4719cbab8b
No ticketing.* category existed, so the shared Notification Log offered a filter for
every other app and nothing for this one. Verified after this change: 2 categories
register, 39 total.
THIS WAS NOT A MAIL SWEEP. Every other app's integration redirected an existing Mail::
call; here there was nothing to redirect. TicketMessageController::notifySubmitter()
was an empty stub:
// Placeholder for email notification
// In production: Mail::to($submitterEmail)->send(new TicketReplyMail(…));
So nobody has ever been told their ticket was answered. The reporter read the absence
of a Notifications directory as "not wired up", and it was more literal than that.
TWO CATEGORIES, matching the two moments somebody is waiting on another person:
ticketing.replied → the submitter, when an agent replies. Internal notes are
excluded at the call site, which already distinguishes them — the entire point of
an internal note is that the submitter does not see it.
ticketing.assigned → the agent a ticket is handed to. The previous assignee is
captured BEFORE the write so a real hand-off is distinguishable from a save that
merely touched other fields, and assigning to yourself sends nothing.
Neither is mandatory: a reply notice is a convenience, not a security or financial
record, so it is opt-out in a person's preferences.
Bridge shape copied from Dashboard\Tools\Support\ToolsNotifier: one class owning the
platform contact, available() false when the platform is absent or dark, and a queue
failure logged rather than thrown — sending a reply must succeed even when the email
cannot be queued. DELIBERATELY NOT a manifest dependency, for the documented reason:
requires.apps is a HARD requirement and Notifications is still beta and ships dark.
There is no direct-mail fallback, unlike the swept apps, because there was never any
direct mail to fall back to. With Notifications dark, ticketing behaves exactly as it
does today: silently.
Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>
Claude-Session: https://claude.ai/code/session_01RDA3fQbsa3gaHCFoV1Q8Gg