Do no self notification if changes are done via we. If I create a new ticket via email, do self notification.

app/models/observer/ticket/notification.rb

@@ -17,12 +17,17 @@ class Observer::Ticket::Notification < ActiveRecord::Observer
     # reset buffer
     EventBuffer.reset
 
+    via_web = false
+    if ENV['SERVER_NAME']
+      via_web = true
+    end
+
     # get uniq objects
     list_objects = get_uniq_changes(list)
     list_objects.each {|_ticket_id, item|
 
       # send background job
-      Delayed::Job.enqueue( Observer::Ticket::Notification::BackgroundJob.new( item ) )
+      Delayed::Job.enqueue( Observer::Ticket::Notification::BackgroundJob.new( item, via_web ) )
     }
   end
 

app/models/observer/ticket/notification/background_job.rb

@@ -1,8 +1,9 @@
 # encoding: utf-8
 
 class Observer::Ticket::Notification::BackgroundJob
-  def initialize(params)
+  def initialize(params, via_web = false)
     @p = params
+    @via_web = via_web
   end
 
   def perform
@@ -52,15 +53,15 @@ class Observer::Ticket::Notification::BackgroundJob
     recipient_list = ''
     recipients.each do |user|
 
-      # ignore user who changed it by him self
+      # ignore user who changed it by him self via web
+      if @via_web
         next if article && article.updated_by_id == user.id
         next if !article && ticket.updated_by_id == user.id
+      end
 
       # ignore inactive users
       next if !user.active
 
-      # create desktop notification
-
       # create online notification
       seen = ticket.online_notification_seen_state(user.id)
       OnlineNotification.add(

test/unit/ticket_notification_test.rb

@@ -58,7 +58,80 @@ class TicketNotificationTest < ActiveSupport::TestCase
     created_by_id: 1,
   )
 
-  test 'ticket notification simple' do
+  test 'ticket notification - to all agents / to explicit agents' do
+
+    # create ticket in group
+    ticket1 = Ticket.create(
+      title: 'some notification test 1',
+      group: Group.lookup(name: 'Users'),
+      customer: agent1,
+      state: Ticket::State.lookup(name: 'new'),
+      priority: Ticket::Priority.lookup(name: '2 normal'),
+      updated_by_id: agent1.id,
+      created_by_id: agent1.id,
+    )
+    Ticket::Article.create(
+      ticket_id: ticket1.id,
+      from: 'some_sender@example.com',
+      to: 'some_recipient@example.com',
+      subject: 'some subject',
+      message_id: 'some@id',
+      body: 'some message',
+      internal: false,
+      sender: Ticket::Article::Sender.where(name: 'Customer').first,
+      type: Ticket::Article::Type.where(name: 'email').first,
+      updated_by_id: agent1.id,
+      created_by_id: agent1.id,
+    )
+    assert(ticket1)
+
+    # execute ticket events
+    ENV['SERVER_NAME'] = nil
+    Observer::Ticket::Notification.transaction
+    #puts Delayed::Job.all.inspect
+    Delayed::Worker.new.work_off
+
+    # verify notifications to agent1 + agent2
+    assert_equal(1, notification_check(ticket1, agent1), ticket1.id)
+    assert_equal(1, notification_check(ticket1, agent2), ticket1.id)
+
+    # create ticket in group
+    ticket1 = Ticket.create(
+      title: 'some notification test 1',
+      group: Group.lookup(name: 'Users'),
+      customer: agent1,
+      state: Ticket::State.lookup(name: 'new'),
+      priority: Ticket::Priority.lookup(name: '2 normal'),
+      updated_by_id: agent1.id,
+      created_by_id: agent1.id,
+    )
+    Ticket::Article.create(
+      ticket_id: ticket1.id,
+      from: 'some_sender@example.com',
+      to: 'some_recipient@example.com',
+      subject: 'some subject',
+      message_id: 'some@id',
+      body: 'some message',
+      internal: false,
+      sender: Ticket::Article::Sender.where(name: 'Customer').first,
+      type: Ticket::Article::Type.where(name: 'email').first,
+      updated_by_id: agent1.id,
+      created_by_id: agent1.id,
+    )
+    assert(ticket1)
+
+    # execute ticket events
+    ENV['SERVER_NAME'] = 'some_host'
+    Observer::Ticket::Notification.transaction
+    #puts Delayed::Job.all.inspect
+    Delayed::Worker.new.work_off
+
+    # verify notifications to agent1 + agent2
+    assert_equal(0, notification_check(ticket1, agent1), ticket1.id)
+    assert_equal(1, notification_check(ticket1, agent2), ticket1.id)
+  end
+
+  test 'ticket notification - simple' do
 
     # create ticket in group
     ticket1 = Ticket.create(
@@ -86,6 +159,7 @@ class TicketNotificationTest < ActiveSupport::TestCase
     assert( ticket1, 'ticket created - ticket notification simple' )
 
     # execute ticket events
+    ENV['SERVER_NAME'] = 'some_host'
     Observer::Ticket::Notification.transaction
     #puts Delayed::Job.all.inspect
     Delayed::Worker.new.work_off