Alan,<div><br></div><div>You are right, <span style="background-color:rgb(255,255,255)"><font color="#222222" face="arial, sans-serif">constructUpdateLog is a deprecated functionality </font></span></div><div><span style="background-color:rgb(255,255,255);color:rgb(34,34,34);font-family:arial,sans-serif;font-size:13.333333969116211px">which will be taken over by ModTracker. </span><span style="color:rgb(34,34,34);font-family:arial,sans-serif">We plan to leverage </span></div>
<div><span style="color:rgb(34,34,34);font-family:arial,sans-serif">ModTracker that what is able to track as of now.</span></div><div><font color="#222222" face="arial, sans-serif"><br>Regards,</font></div><div><font color="#222222" face="arial, sans-serif">Prasad</font></div>
<div><br><div class="gmail_quote">On Wed, Jul 4, 2012 at 12:54 PM, Alan Lord <span dir="ltr"><<a href="mailto:alanslists@gmail.com" target="_blank">alanslists@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
I've been looking at the HelpDesk module and the way we can send emails<br>
based on vtiger email templates that our customers would be able to edit<br>
so they look right for their business.<br>
<br>
The Update History email field is really useful but not very well<br>
executed in my opinion.<br>
<br>
The output of this field<br>
<br>
"<br>
Status Changed to In Progress\. Priority Changed to Low\. Severity<br>
Changed to Minor\. Category Changed to Big Problem\. -- Tuesday 03rd<br>
July 2012 02:23:55 PM by admin--//--<br>
"<br>
<br>
is a bit of a mess and includes data that has not changed. I set up a<br>
test workflow and changed only the Status picklist in the above example.<br>
<br>
In the HelpDeskHandler.php file there appears to be a more elegant<br>
system based on the VTEntityDelta().<br>
<br>
If I add a comment to a ticket it immediately sends an email (no<br>
workflow here?) with a "dump" of all the comments in an unformatted<br>
manner with no indication of what has changed or when.<br>
<br>
If anything else on the ticket is edited one must wait for the workflow<br>
job to run. This is inconsistent with the above.<br>
<br>
Before I go re-inventing the wheel, it strikes me that<br>
<br>
1. The default workflows for Tickets need seriously looking at.<br>
2. ModTracker could remove the need for the Ticket History block and as<br>
such the constructUpdateLog() function could be improved to provide some<br>
useful data that could be used for customer notifications in custom<br>
email templates...<br>
<br>
If there are any plans or thoughts on this I'd be delighted to hear them.<br>
<br>
Cheers<br>
<br>
Al<br>
<br>
_______________________________________________<br>
<a href="http://www.vtiger.com/" target="_blank">http://www.vtiger.com/</a><br>
</blockquote></div><br></div>