[Vtigercrm-commits] [Vtiger development] #7890: MAILSCANNER - INBOUND REPLY TO TROUBLE TICKET

[Vtiger development]

#7890: MAILSCANNER - INBOUND REPLY TO TROUBLE TICKET
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 Reporter:  sjudy        |      Owner:  developer
     Type:  defect       |     Status:  new
 Priority:  unassigned   |  Milestone:  Unassigned
Component:  vtigercrm    |    Version:  6.0.0 RC
 Severity:  Medium       |   Keywords:  trouble ticket assignment
                         |  mailscanner
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 In working with the AUTOTICKET feature of vTiger, I see an odd thing
 happening in the MAILSCANNER portion.  I am not sure of the intended
 design, so I will lay out what is happening.  This is a bit lengthy, but
 only to provide my understanding of the process.

 My understanding of tickets is that they can have an ORG or CONTACT, or
 ORG+CONTACT referenced (parent_id and contact_id respectfully).  I further
 assume this is to be used for three possible scenarios:

 * Incoming email with an ORG Address Match Only (The Organizational record
 has a matching email address for the inbound message).

 * Incoming email with a CONTACT Address Match Only (Contact Not Associated
 With an Organization)

 * Incoming email with a CONTACT Address Match With an Associated
 Organization

 The field controlling the ORG "linkage" is
 vtiger_troubletickets.parent_id.  This contains the Account ID of the
 organization.  If no ORG is connected to the ticket, it bears the same id
 as the contact_id.

 The field controlling the CONTACT "linkage" is
 vtiger_troubletickets.contact_id.  This contains the Contact ID.

 ==========
 Behavior Of Bug
 ==========

 When a ticket is received the Ticket Listing (module=HelpDesk&view=List)
 shows the contact as both the Organization and the Contact, however the
 database shows the parent_id and contact_id's are both that of the
 contact_id.  This happens despite the contact being linked to an
 Organization.

 If I go into the ticket (module=HelpDesk&view=Detail&record=xxx) the ORG
 is blank.  Further if I modify the Organization to the correct one (as I
 believe this field is intended to be used), then future reply's from the
 contact on the ticket are not added to the ModComments section of the
 ticket.  If I leave the parent_id alone, that is to say... leave it as the
 same value as the contact_id, the comments are added as expected.

 It appears the MAILSCANNER function has a problem associating a ticket to
 a contact if the parent_id is not that of the contact.  Yet for billing
 purposes, if we want to see tickets associated to an Org, we can't due to
 this issue.

 I know this is a lot of detail, but we have a lot going on.  I would be
 happy to provide additional information if needed.

 Thank you for your time and efforts.

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Ticket URL: <http://trac.vtiger.com/cgi-bin/trac.cgi/ticket/7890>
Vtiger development <http://trac.vtiger.com/>
Vtiger CRM