<div dir="ltr">Thank you Sreenivas. All noted and I will use those methods in future.<div><br></div><div><div class="gmail_extra"><div class="gmail_quote"><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-color:rgb(204,204,204);border-left-style:solid;padding-left:1ex">
<div dir="ltr"><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-color:rgb(204,204,204);border-left-style:solid;padding-left:1ex">
1. some of the conditions in default workflows are bogus. </blockquote><div><br></div><div>We didn't get the attachment. Please resend it.<br></div></div></blockquote><div><br></div><div>Attached to this email, sorry about that. You'll find the Select Field 0 condition in most of the ticket workflows.</div>
<div> </div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-color:rgb(204,204,204);border-left-style:solid;padding-left:1ex"><div dir="ltr"><div></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-color:rgb(204,204,204);border-left-style:solid;padding-left:1ex">
<span style="font-family:arial,sans-serif;font-size:12.727272033691406px">3. the mail converter will only convert emails to tickets once per day</span></blockquote><div><br></div><div>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. </div>
</div></blockquote><div><br></div><div>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.</div><div><br></div>
<blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-color:rgb(204,204,204);border-left-style:solid;padding-left:1ex"><div dir="ltr"><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-color:rgb(204,204,204);border-left-style:solid;padding-left:1ex">
<span style="font-family:arial,sans-serif;font-size:12.727272033691406px">4. the mail converter assigns everything to administrator. </span></blockquote>
<div><br></div><div>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.</div>
</div></blockquote><div><br></div><div>That's a good idea, thanks.</div><div><br></div><div>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.</div>
<div><br></div><div>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.</div><div><br>
</div><div>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.</div><div><br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-color:rgb(204,204,204);border-left-style:solid;padding-left:1ex">
<div class="gmail_extra"><br><div class="gmail_quote"><div><div class="h5">On Thu, Mar 20, 2014 at 7:00 AM, Max Clarke <span dir="ltr"><<a href="mailto:max@smarte.com.au" target="_blank">max@smarte.com.au</a>></span> wrote:<br>
</div></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-color:rgb(204,204,204);border-left-style:solid;padding-left:1ex"><div><div class="h5">
<div dir="ltr">Hi,<div><br></div><div>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.</div><div><br></div><div>I figure since the developers monitor this list they may find this feedback useful.</div>
<div><br></div><div>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.</div>
<div><br></div><div>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:</div>
<div><br></div><div>* 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.</div>
<div><br></div><div>* the built in emails need work. </div><div> - There are sentences that don't make sense - "<span style="font-family:arial,sans-serif;font-size:13px">The Ticket is replied the details are : <ticket details>". </span></div>
<div><span style="font-family:arial,sans-serif;font-size:13px"> - In the subject there are 2 different ticket ID's - the ticket number (TT01) and the ticket_id. Confusing. </span></div><div><span style="font-family:arial,sans-serif;font-size:13px"> - 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.</span></div>
<div><span style="font-family:arial,sans-serif;font-size:13px"> - All the ticket emails are the same. They always say "the ticket is replied the details are" even on the ticket created one.</span></div><div>
<span style="font-family:arial,sans-serif;font-size:13px"><br>
</span></div><div><span style="font-family:arial,sans-serif;font-size:13px">* 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: </span><font face="arial, sans-serif"><a href="https://discussions.vtiger.com/index.php?p=/discussion/26140/cant-get-mail-scanner-to-work-after-new-release/p1" target="_blank">https://discussions.vtiger.com/index.php?p=/discussion/26140/cant-get-mail-scanner-to-work-after-new-release/p1</a></font></div>
<div><span style="font-family:arial,sans-serif;font-size:13px"><br></span></div><div><span style="font-family:arial,sans-serif;font-size:13px">* 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.</span></div>
<div><span style="font-family:arial,sans-serif;font-size:13px"><br></span></div><div>* 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.</div>
<div><br></div><div>There's more, this is just off the top of my head, but you get the idea.</div><div><br></div><div>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 </div>
<div><br></div><div>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?</div>
<div><br></div><div>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?</div>
<div><br></div><div>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.</div><span><font color="#888888"><div>
<br></div><div>Max</div></font></span></div>
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