[Vtigercrm-developers] Tickets, mail converter and workflows

Uma S uma.s at vtiger.com
Fri Mar 21 05:12:11 GMT 2014 

Thank you! Max. we are planning to roll this into source(6.0) in next
release.

Regards
Uma S
Vtiger Team


On Fri, Mar 21, 2014 at 3:04 AM, Max Clarke <max at smarte.com.au> wrote:

> Thanks Uma, that's great. I have to say it's amazing to get instant
> developer feedback and fixes like this, thank you.
>
> Just on the portal, are you planning to update it to match the look and
> feel of 6.0?
>
>
> On Thu, Mar 20, 2014 at 9:52 PM, Uma S <uma.s at vtiger.com> wrote:
>
>> 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
>>
>> _______________________________________________
>> http://www.vtiger.com/
>>
>
>
> _______________________________________________
> http://www.vtiger.com/
>



-- 
With
Best Regards
Uma.S
Vtiger Team
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