New event to mail users from tickets

Hi,

There are a lot of features and events to send emails from ticket, but all of them require fine-tuning and adapting a lot of configuration, and this is a little bit complicated to cover every "use case" with these rules without actually spamming users.

I think we miss a simple feature to trigger a ticket notification manually regardless of the notification rules. Something such as "@user" notifying the user simply because i did "@user" in a ticket followup.

Longer explaination and example :

I would keep the existing rules, but i think it would be great to add an event or a feature working such as this :

When writing followup in a ticket " Hi, your ticket is now updated with something " => Everything is as before
When writing a followup in a ticket after the new feature is activated : " Hi @User123 , your ticket is now updated with something. "

Since i tagged the user with "@", he is notified.
That feature actually currently exists (tagging users with @), but it adds them to observer, and trigger a notification if they were not observers befeore.

I would want a feature that's allowing to send email when using "@" instead of adding users to observers.
It makes a lot more sense in my opinion, when you go to a mail system and use @ inside an email, it just adds a new recipient. I don't know why it doesn't do that in GLPI. Obviously adding them as observer is not a bad thing but the fact they are kind of spammed by rules and we can't give them mail notification manually when it's relevant is just a missing feature in my opinion.

There are a few ideas to workaround such as fine tuning notifications system and using private notes, but all of this is becoming increasingly more complex to set up and use, and is not very flexible either.