[Vtigercrm-developers] Tickets, mail converter and workflows

Thu Mar 20 21:30:48 GMT 2014

I did try this field, but unfortunately it outputs the account id.

On Thu, Mar 20, 2014 at 6:13 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/
>>
>
>
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