[Vtigercrm-developers] Tickets, mail converter and workflows

Thu Mar 20 05:38:36 GMT 2014

Thank you Sreenivas. All noted and I will use those methods in future.

1. some of the conditions in default workflows are bogus.
>
>
> We didn't get the attachment. Please resend it.
>

Attached to this email, sorry about that. You'll find the Select Field 0
condition in most of the ticket workflows.

> 3. the mail converter will only convert emails to tickets once per day
>
>
> Infact, the mail converter goes back by 1 day to ensure all emails from
> today are fetched. The condition for All | Unread might not be working
> properly. We'll review this.
>

Perhaps my expectations were wrong. For clarification, I expected the
scanner to pick up any emails that are in the folder being scanned since
the last scan time.

4. the mail converter assigns everything to administrator.
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>
> You can assign to any user, either to administrator or another user. If
> you want to assign converted tickets to different users based on ticket
> properties, then the right place to do this is through workflows. After the
> ticket is created, the workflow will execute to transfer the ticket to the
> right user.
>

That's a good idea, thanks.

Another issue that would be worth noting is Organisation ticket email
workflows aren't working. It's looking for the organisation details in the
ticket's parent_id/related_to field, but this isn't set when you create a
ticket unless you manually set it yourself. Perhaps a better way would be
to get the account from the ticket's contact.

In the meantime I'll use a similar workaround as you've stated above:
create a workflow to assign the ticket contact's organisation to the
related_to field on ticket creation.

Again, thanks for your reply. When I get a chance I'll email you with a
guide to making the helpdesk + emails stuff work on the current version.

> On Thu, Mar 20, 2014 at 7:00 AM, Max Clarke <max at smarte.com.au> wrote:
>
>> Hi,
>>
>> This isn't a question per se, but more of a general comment. Please let
>> me know if this isn't welcome on this list.
>>
>> I figure since the developers monitor this list they may find this
>> feedback useful.
>>
>> I've basically been setting up the Tickets module, utilising 2 built in
>> functions: a mailbox for email ticket creation through Mail Converter, and
>> the built in Workflows for emailing contacts when tickets are updated etc.
>> Seeing as how these 2 things are built in and have built in options for
>> these needs, I would assume this is a pretty standard setup.
>>
>> The number of things I've had to fiddle with and fix to get this working
>> is crazy. I'm just going to list them here in case anyone else tries to get
>> this going or the developers want to fix this for future versions. In no
>> particular order:
>>
>> * most of the standard ticket workflows have bogus rules in the "match
>> all" condition list that you have to delete to get them working. See 2nd
>> condition in the attached screenshot. This condition is in most of the
>> ticket workflows. Once I've deleted the bogus rules the workflows work.
>>
>> * the built in emails need work.
>>     - There are sentences that don't make sense - "The Ticket is replied
>> the details are : <ticket details>".
>>     - In the subject there are 2 different ticket ID's - the ticket
>> number (TT01) and the ticket_id. Confusing.
>>     - The comments list in the email has no date or time for each
>> comment, nor who made the comment. Just the comment text. Again, very
>> confusing.
>>     - All the ticket emails are the same. They always say "the ticket is
>> replied the details are" even on the ticket created one.
>>
>> * the mail converter will only convert emails to tickets once per day,
>> because the last run date is just a date, not a datetime column. So even
>> though the cron runs every 15 mins and the scheduler says the mail
>> converter will run every 15 mins (and defaults to this), it will only
>> convert once per day. To get it to work as you'd expect (every 15 mins and
>> convert new emails since the last run), you have to replace the condition
>> in the core code of mail converter with "UNSEEN". This is documented
>> nowhere except an old forum post:
>> https://discussions.vtiger.com/index.php?p=/discussion/26140/cant-get-mail-scanner-to-work-after-new-release/p1
>>
>> * the mail converter assigns everything to administrator. Even ticket
>> comments. So you have no way of knowing who's commenting on a ticket, and
>> no way of automatically assigning a ticket to a user. I've had to modify
>> core code to get this to be usable.
>>
>> * you need to set up a cron job to get workflows working. And there are
>> many conflicting reports of how to set this up all over the documentation,
>> so this was a bit of a trial and error process.
>>
>> There's more, this is just off the top of my head, but you get the idea.
>>
>> I get that this is open source and so things won't work the way you might
>> expect. I'm happy to submit fixes for these, but I'm not sure what the
>> submission process is (the wiki only details how to submit new modules,
>> though no email or link is provided). Normally you can do a
>>
>> Also, judging by the documentation it looks like this is all working in
>> the On Demand version, so I don't know if me submitting fixes will get
>> ignored until you guys are allowed to filter these working bits down from
>> the on demand release or what. How does that work anyway? Can we expect on
>> demand bug fixes and features in future or is it totally separate?
>>
>> And finally, happy to submit a page for the wiki with steps to fix these
>> in the current 6.0.0 version, but it looks like the community can't update
>> the wiki from the page. Is this allowed, and if so how do I submit?
>>
>> If the tone of this email is a little abraisive I apologise. It was just
>> a frustrating process to get this working as it's outlined in the
>> documentation.
>>
>> Max
>>
>> _______________________________________________
>> http://www.vtiger.com/
>>
>
>
> _______________________________________________
> http://www.vtiger.com/
>
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