[Vtigercrm-developers] Custom Event or Custom Workflow?

[Alan Lord (News)]

Hi Prasad,

I spent a while digging around this stuff this afternoon.

It seems actually that the basic auto-responder functionality is now 
"built-in" to vtiger with the workflow functions that are in 
HelpDeskHandler.php.

I'm a bit uncomfortable with the lack of user control over the 
content/look of the Automated reply email so am going to try and re-work 
some of these functions to make use of a normal email template, as was 
possible with the earlier example.

I hadn't really looked much at the Worklflow API before but looking at 
the CreateTables.inc.php file in the install dir it seems that there is 
a fairly well featured API to create and manage Workflows in a style 
like vtlib - which is handy!

And I learned about the "default" flag for Workflows in the database so 
I have the ability to delete some of the "built-in" functions and/or 
make our own customisations immutable as far as the customer is 
concerned. Which is nice.

Finally, is there a reason why an auto-response to a new tickets does 
not get sent to email address that are *not* either in the Contacts or 
Accounts modules? I guess it is to do with being able to filter out 
possible spam at the early ticket stage etc. but I'm just interested if 
there are any other reasons for that omission?

Cheers

Al


On 27/06/12 18:10, Prasad wrote:
> Alan,
>
> I was excited to get my hands-on this but had to focus on other priority
> for now.
>
> Some cleanup / support is required to prepare the first-time response
> email to aid MailConverter
> scan the subject on subsequent reply. Auto-ticketing with custom
> workflow is a good try to evaluate.
>
> Regards,
> Prasad
>
>
> On Wed, Jun 27, 2012 at 3:42 PM, Alan Lord
> <alanslists at gmail.com
> <mailto:alanslists at gmail.com>> wrote:
>
>     I'm wanting to reproduce the feature described in the old autoticketing
>     doc & code written for vtiger 5.1.0, for 5.4.0.
>
>     The Event handler API has been changed a bit since the 5.1.0 days
>     looking through various bits of code. Also there is the API to add
>     custom functions to the workflow system directly. (The
>     HelpDeskHandler.php file in 5.4.0 contains both an Event handler and
>     several custom workflow functions.
>
>     I guess my question is this: Is the feature to send an auto-reply email
>     to the ticket submitter better done in the Eventing API or as a custom
>     Workflow Function?
>
>     Cheers
>
>     Al
>
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>     http://www.vtiger.com/
>
>
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>
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