[Vtigercrm-developers] Tickets, mail converter and workflows

Uma S uma.s at vtiger.com
Thu Mar 20 11:52:11 GMT 2014 

Hi Max,

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.

Sorry! this is not a bogus rule.

   1. From database using this query (select * from com_vtiger_workflows
   where workflow_id = ?) by replacing workflow-id with question mark. We
   can check that there is a field-mapping for from_portal field of tickets
   module.
   2. As from_portal field is missing for Tickets module, this mapping was
   not carried out properly.
   3. I have raised a ticket in
trac<http://trac.vtiger.com/cgi-bin/trac.cgi/ticket/7982>,
   and updated script to add field from_portal to Tickets module

Please run this script on source. Which adds from_portal field to Tickets
module, that leads for proper field-mapping in workflows.

Regards
Uma S
Vtiger Team


On Thu, Mar 20, 2014 at 1:43 PM, Sreenivas Kanumuru <svk at vtiger.com> wrote:

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



-- 
With
Best Regards
Uma.S
Vtiger Team
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