[Vtigercrm-developers] Mailscanner: Create ticket from email - how to respond?
socialboostdk at gmail.com
Wed Jun 8 10:25:52 GMT 2016
I forgot to say thanks - its (semi-)working now!
(still trying to figure out how to categorise based on what mail the
tickets are sent to, but that is another story ;))
On 25 May 2016 at 03:35, Steve Kenow <skenow at rdspos.com> wrote:
> We are using workflows to acknowledge tickets created through the mail
> scanner, and we have one to send acknowledgement emails to tickets created
> through the CRM (usually calling our service desk) and have a contact with
> an email assigned.
> 1. The mail scanner creates the ticket and assigns to a specific user
> (Call it "Inbox", for example).
> 2. Create a new ticket workflow - Tickets module and only trigger on
> the first save
> 3. Set the criteria as Assigned To = Inbox
> 4. Add a task to send an email
> We also have a task to change the Assigned To one of our regular queues,
> and update a few other fields
> For the workflow for tickets created via a phone call, we have another
> workflow that triggers a different email response.
> 1. Trigger only on the first save
> 2. Criteria: From Portal "is disabled"; Assigned To "is not Inbox";
> 3. Add a task to send an email - include hints to create tickets via
> email, instead of having to call
> Once we have the customer portal set up, we'll have a 3rd workflow for
> acknowledging new tickets and ticket updates
> On Sun, May 15, 2016 at 2:34 AM, socialboostdk <socialboostdk at gmail.com>
>> Hi everyone,
>> I'm creating a ticket from email via the mailscanner.
>> Its working OK (except a little bit buggy because i have to select a
>> "does not contain sdofijw3r" to get it to accept anything incoming), but I
>> would like to respond to the sender when the bug is done via workflow if
>> How can I achieve that? Ie perhaps a "Thanks, your issue has been
>> reported" mail via workflow?
> *Steve Kenow*
> Retail Data Systems of Minnesota
> End-User Support Manager
> Direct: 952.392.2686
> Office: 952.934.4002
> skenow at rdspos.com
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