fe98fadf61
Sending an engagement triggered template.send_mail(), which logged the outbound email to the chatter as a `notification` message with the internal `Note` subtype. That's correct for nexa-side bookkeeping (we don't want the raw email body propagating to the customer), but it meant nothing public was posted — so the entech-side My Tickets inbox showed no activity. The employee couldn't tell their request had been escalated for approval. _fc_reset_engagement now posts a follow-up public message via message_post (subtype mail.mt_comment, message_type='comment') with: ⏳ Awaiting owner approval from <owner_name>. Their decision will appear here when they reply. Our reply: > <findings text> This survives the entech _public_messages filter (comment + non-internal subtype) and propagates to the employee's My Tickets thread, giving them context AND the engineer's reply without exposing the raw outbound email or the owner's email address. Smoke-tested live on ticket #54: re-engaged with the same owner, the new mail.message (id=348213) is subtype=Discussions / internal=False / message_type=comment, and contains both the awaiting-approval notice and the findings text. _public_messages would surface it. Bumps fusion_helpdesk_central to 19.0.2.4.1.