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extensions:email_reply_1_0 [2018/12/19 11:40] (current)
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 +====== Email Reply ======
 +---- dataentry summary ----
 +name             : Email Reply
 +index_hidden ​    : no
 +version ​         : 1.0.3
 +release_dt ​      : 2014-04-03
 +description_wiki : Send email replies from ticket log update
 +itop-versions ​   : 2.0 or higher
 +keyword_tags ​    : ticket, case log, email
 +dependencies_s ​  : ​
 +download_url ​    : http://​www.combodo.com/​itop-extensions/​email-reply-1.0.3-25
 +----
 +<​related_components>​Other versions of this component:</​related_components>​
  
 +
 +This extension allows to send an email when updating the case log (either the public log or private log) of a Ticket.
 +Email reply works with any type of Ticket.
 +Attachments added while editing the ticket are automatically sent as attachments to the email.
 +
 +
 +===== Features =====
 +
 +This extension allows an administrator to define notifications in order to inform contacts (for instance the caller, or the agent) when a case log is updated on a Ticket.
 +
 +This allows support agents to communicate with the callers directly by **updating** either the public log or the private **log** of the ticket **through the console**.
 +
 +The configuration relies on a specific type of Trigger ("on log update"​) and the usual Email Actions. The definition of the Trigger object determines which field of the ticket (public_log,​ private_log...) is used for the feature.
 +
 +
 +===== Limitations =====
 +
 +This feature works only with attributes of type "Case log", since it modifies the case log input. \\
 +Any update of the log through the portal will not trigger the notification,​ use for this the standard trigger ''​(when updated from the portal)''​. \\
 +It is not possible to specify a //filter//. That feature has been introduced in iTop 2.0.2, and requires [[email_reply_1_1 | Email reply 1.1]].
 +===== Revision History =====
 +^  Version ​ ^  Release Date  ^  Comments ​ ^
 +|  1.0.3  |  2014-04-03 ​ | Fixes issue #850: Contacts added while updating the tickets could not be notified (by the mean of a query in the email action). This fix is also implemented in the branch 1.1 of this component. |
 +|  1.0.1  |  2014-03-04 ​ | First officialy qualified version |
 +
 +===== Requirements =====
 +
 +No requirements.
 +
 +===== Installation =====
 +
 +  - Download the package: [[http://​www.combodo.com/​itop-extensions/​email-reply.zip| email-reply.zip]] and expand the folder "​email-reply"​ into the "​**extensions**"​ directory of iTop.
 +  - If you have already installed iTop make sure that the configuration file ''​config-itop''​ in ''​conf/​production''​ is NOT read-only.
 +  - Point your web browser to ''<​nowiki>​http(s)://<​your_itop_root>/​setup</​nowiki>''​ and follow the wizard. Make sure that you select the option to "​Upgrade an existing iTop instance":​
 +  - 
 +{{ :​extensions:​email-upgrade-screenshot1.png?​direct&​300 |}}
 +
 +{{ :​extensions:​email-upgrade-screenshot2.png?​direct&​300 |}}
 +
 +Finally check the module "Send Ticket Log Update by Email" in the list of extensions at the end of the interactive wizard. Then complete the installation.
 +
 +{{ :​extensions:​email-reply-screenshot1.png?​direct&​300 |}}
 +
 +
 +===== Configuration =====
 +
 +From the //Admin tools/​Notifications//​ menu, create a trigger "when log is updated",​ and select the expected object class and case log attribute code:
 +
 +{{ :​latest:​products:​email-reply-trigger.png?​nolink&​450 |Example of a Trigger "on log update"​}}
 +
 +
 +{{ :​extensions:​email-reply-screenshot3.png?​direct&​600 |Example of an Email Action}}
 +
 +Create an email action for this trigger. This email action can be configured as follows:
 +  * Status = any active state (e.g 'In production'​ or 'Being tested'​)
 +  * TO = ''​SELECT Person WHERE id = :​this<​nowiki>​-></​nowiki>​caller_id''​
 +  * Body = ''​Dear $this<​nowiki>​-></​nowiki>​caller_id_friendlyname$,​ ... $this<​nowiki>​-></​nowiki>​head(public_log)$ ...''​
 +  * ... plus other fields required to send notifications
 +
 +<​note>​The installation of the module automatically creates a default Trigger and its associated action (in test mode). As the test email recipient is a dummy address, that cannot work without adjustments.</​note>​
 +<note important>​The feature will not be available if the Email action is not in an active state.</​note>​
 +<note tip>The syntax ''​$this<​nowiki>​-></​nowiki>​head(public_log)$''​ adds the latest entry from the ''​public_log''​ field into the body of the notification.</​note>​
 +
 +
 +There is one single parameter that can be adjusted in the configuration file:
 +
 +^ Module ^ Parameter ​ ^  Type  ^  Description ​ ^  Default Value  ^
 +| email-reply | enabled_default | boolean | Determines if the checkbox must be checked by default when the agent opens the form to edit the ticket | true |
 +
 +===== Usage =====
 +
 +Once this extension is installed and configured, you just have to modify the case log of a ticket to use it. 
 +
 +For instance if you modify a User Request, a small check box and paper clip icon appear on top of the public log to define if the public log update should trigger the notification or not:
 +
 +{{ :​extensions:​email-reply-screenshot4.png?​direct |Email Reply on a case log}}
 +
 +The default behavior of the check box is configured in the iTop configuration file. If you uncheck it, no notification is sent.
 +
 +All new attachments added during this modification of the Ticket will be sent along with the notification. As soon as a new attachment is added to the Ticket (while it is being edited) the number next to the paper clip increases. Moving the mouse over the paper clip icon displays a small tooltip with the list of files that will be sent as attachments with the notification.
extensions/email_reply_1_0.txt ยท Last modified: 2018/12/19 11:40 (external edit)

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