[Vtigercrm-developers] Tickets, mail converter and workflows

[Sreenivas Kanumuru]

Max,

Thanks for sending the screenshot. We'll review and remove the blank
conditions.

*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.*


The merge field to get account from ticket's contact is available (Contact
Name: (Contacts) Organization Name) from the drop down. The actual code is
this: $(contact_id : (Contacts) account_id)

Regards,
Sreenivas

On Thu, Mar 20, 2014 at 11:08 AM, Max Clarke <max at smarte.com.au> wrote:

> 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.
>>
>>
>> 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/
>>
>
>
> _______________________________________________
> http://www.vtiger.com/
>
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