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我是VTiger新手,正在使用5.2.0版本尝试,学习实现Issue Tracking。
简介:
客户发送电子邮件至 support@company.com,邮件转换器或邮件扫描器..扫描新电子邮件,如果找到则创建新票。
如果管理员看到在问题工单中提出的新工单,则进行一些更改,例如将其分配给某人或发表评论等。VTiger CRM 会向客户发送一封电子邮件,说明管理员已对门票。
假设客户想要一些更改,所以他回复 support@company.com,因为新邮件到达并且邮件扫描器创建了新票,所以提出了新票。
问题:
不是更新客户之前发送的现有工单,而是每次都创建一个新工单,通过为一个问题制作许多工单来重复问题,这是一个大问题。
当客户向 support@company.com 发送邮件时,电子邮件的主题作为工单的标题,电子邮件正文作为工单的描述。
让我们说
Title of Ticket is SubjectClientSent
管理员修改后客户不喜欢,客户决定回复VTiger发给他的邮件,一般都是这种方式。
Re: TT17 [ Ticket Id : 22 ] Re : SubjectClientSent
我不希望 Mail Scanner 创建一个标题为 Re: TT17 [ Ticket Id : 22 ] Re: SubjectClientSent
的新票证,我希望它更新标题为 SubjectClientSent
我试图通过创建类似这样的新规则来做到这一点..
但是,它仍在创建一个新工单。
你能帮我改正这个吗?
是否有更好的方法来更新现有工单?
感谢您的帮助和支持。
最佳答案
找到解决方案!
整个答案是从 VTiger PDF document 窃取信息而写的, VTiger Forum , VTiger Bug Link
下图显示了使用 MailScanner 或 MailConverter 自动化票务的基本过程
![邮件扫描器基本流程][4]
1:客户(有联系人/帐户记录)发送电子邮件至 support@company.com,主题“测试故障单”
2:Mail Scanner 创建工单,将其链接到由 emailid 过滤的匹配联系人/帐户记录抬头。HelpDeskHandler 将发送一封确认电子邮件,其中包含有关如何回复的更多信息进一步向客户。电子邮件主题类似于“TT15 [Ticket Id: 1483] Test Trouble Ticket”
3:客户回复确认邮件,保留部分主题不变支持@company.com。由于邮件扫描器在主题上配置了 Regex 规则并找到了匹配链接到客户的故障单,它会使用电子邮件正文更新评论。
4:当支持团队更新他们的评论时,会再次向客户发送一封电子邮件。
下面的步骤将帮助我们实现这个功能
第 1 步:设置外发邮件服务器
如果您的发送邮件服务器是 Gmail,则以下设置应该适合您
Mail Server Settings (SMTP)
Server Name ssl://smtp.gmail.com:465
User Name username@gmail.com
Password ******
From Email from.email@gmail.com
Requires Authentication? Yes
第 2 步:设置 MailScanner 或 MailConverter
DEFAULT Information
Scanner Name DEFAULT
Server Name imap.gmail.com
Protocol imap4
User Name support.company@gmail.com
SSL Type ssl
SSL Method novalidate-cert
Connect URL {imap.gmail.com:993/imap4/ssl/novalidate-cert}
Status Enabled
Scanning Information
Look for All Messages from lastscan
After scan Mark message as Read
第 3 步:设置规则以在 MailScanner 或 MailConverter 中创建和更新票证
Rules For Mail Converter [DEFAULT]
Priority
From
To
Subject Regex Ticket Id[^:]?: ([0-9]+)
Body
Match All Condition
Action Update Ticket
Priority
From
To
Subject
Body
Match Any Condition
Action Create Ticket
第四步:配置config.inc.php
更新 config.inc.php 中的以下变量
$HELPDESK_SUPPORT_EMAIL_ID
发送邮件时使用的 FROM 地址信息示例:automated-reply@company.com
$HELPDESK_SUPPORT_EMAIL_ID = 'auto.reply.company@gmail.com';
$HELPDESK_SUPPORT_NAME
用于显示已发送电子邮件的 FROM 名称。示例:自动回复
$HELPDESK_SUPPORT_NAME = 'Company Support';
$HELPDESK_SUPPORT_EMAIL_REPLY_ID
要在发送的电子邮件中设置的回复地址。示例:support@company.com
$HELPDESK_SUPPORT_EMAIL_REPLY_ID = 'support.company@gmail.com';
设置此信息是自动出票的重要步骤之一。当用户尝试回复自动电子邮件时地址将由邮件客户端设置并到达邮箱我们已经设置了扫描。
第 5 步:在 VTigerCRM/modules/HelpDesk/中创建 HelpDeskHandler.php
<?php
/*+**********************************************************************************
* The contents of this file are subject to the vtiger CRM Public License Version 1.0
* ("License"); You may not use this file except in compliance with the License
* The Original Code is: vtiger CRM Open Source
* The Initial Developer of the Original Code is vtiger.
* Portions created by vtiger are Copyright (C) vtiger.
* All Rights Reserved.
************************************************************************************/
class HelpDeskHandler extends VTEventHandler {
function __getSendToEmail($crmid) {
if(empty($crmid)) return false;
$sendtoemail = false;
global $adb;
$metaresult = $adb->pquery("SELECT setype FROM vtiger_crmentity WHERE crmid=? AND deleted = 0", array($crmid));
if($metaresult && $adb->num_rows($metaresult)) {
$metaresultrow = $adb->fetch_array($metaresult);
$emailres = false;
if($metaresultrow['setype'] == 'Contacts') {
$emailres = $adb->pquery("SELECT email,yahooid FROM vtiger_contactdetails WHERE contactid = ?", array($crmid));
} else if($metaresultrow['setype'] == 'Accounts') {
$emailres = $adb->pquery("SELECT email1,email2 FROM vtiger_account WHERE accountid = ?", array($crmid));
}
if($emailres && $adb->num_rows($emailres)) {
$emailresrow = $adb->fetch_array($emailres);
if(!empty($emailresrow[0])) $sendtoemail = $emailresrow[0];
if(!empty($emailresrow[1])) $sendtoemail = $emailresrow[1];
}
}
return $sendtoemail;
}
function handleEvent($eventName, $entityData) {
global $log, $adb;
if($eventName == 'vtiger.entity.aftersave') {
$moduleName = $entityData->getModuleName();
// Event not related to HelpDesk - IGNORE
if($moduleName != 'HelpDesk') {
return;
}
// Take action if the service running is MailScanner (either via Cron/Scan Now)
if(isset($_REQUEST) && $_REQUEST['service'] == 'MailScanner' ) {
$focus = $entityData->focus;
$sendToEmail = $this->__getSendToEmail($focus->column_fields['parent_id']);
// If the entity is create new and we know whom to send the mail proceed.
if($entityData->isNew() && $sendToEmail) {
global $HELPDESK_SUPPORT_EMAIL_ID, $HELPDESK_SUPPORT_NAME, $HELPDESK_SUPPORT_EMAIL_REPLY_ID;
include_once 'vtlib/Vtiger/Mailer.php';
$mailer = new Vtiger_Mailer();
$mailer->ConfigSenderInfo($HELPDESK_SUPPORT_EMAIL_ID, $HELPDESK_SUPPORT_NAME);
$mailer->AddReplyTo($HELPDESK_SUPPORT_EMAIL_REPLY_ID);
$mailer->initFromTemplate('Auto Ticket First Response Template');
// Update the email subject
$mailer->Subject = sprintf("%s [ Ticket Id : %s ] Re : %s",
$focus->column_fields['ticket_no'],
$focus->id,
$focus->column_fields['ticket_title']
);
$mailer->SendTo( $sendToEmail, '', false, false, true );
}
}
}
}
}
?>
第 6 步:创建名为“Auto Ticket First Response”的电子邮件模板
这是客户发送电子邮件至 support.company@gmail.com 后公司支持自动发送的确认电子邮件
要创建电子邮件模板,请转到设置/电子邮件模板;选择新模板并将其命名为“Auto Ticket First Response”
第 7 步:创建一个新的 PHP 文件并将其命名为 RegisterHelpDeskHandler.php
放置以下代码并执行文件
<?php
/*+**********************************************************************************
* The contents of this file are subject to the vtiger CRM Public License Version 1.0
* ("License"); You may not use this file except in compliance with the License
* The Original Code is: vtiger CRM Open Source
* The Initial Developer of the Original Code is vtiger.
* Portions created by vtiger are Copyright (C) vtiger.
* All Rights Reserved.
************************************************************************************/
$Vtiger_Utils_Log = true;
include_once 'vtlib/Vtiger/Module.php';
include_once 'vtlib/Vtiger/Event.php';
$moduleInstance = Vtiger_Module::getInstance('HelpDesk');
Vtiger_Event::register($moduleInstance, 'vtiger.entity.aftersave', 'HelpDeskHandler', 'modules/HelpDesk/HelpDeskHandler.php');
?>
要执行,只需输入以下 URL
http://localhost:8888/registerHelpDeskHandler.php
您应该在浏览器中看到以下输出
Registering Event vtiger.entity.aftersave with [modules/HelpDesk/HelpDeskHandler.php] HelpDeskHandler ... DONE
第 9 步:检查错误!
如果您使用的是 VTiger 5.2.0,该错误已修复!
如果没有,转到 modules/Settings/MailScanner/core/MailScannerAction.php 并将整个代码替换为以下代码
<?php
/*********************************************************************************
** The contents of this file are subject to the vtiger CRM Public License Version 1.0
* ("License"); You may not use this file except in compliance with the License
* The Original Code is: vtiger CRM Open Source
* The Initial Developer of the Original Code is vtiger.
* Portions created by vtiger are Copyright (C) vtiger.
* All Rights Reserved.
*
********************************************************************************/
require_once('modules/Emails/Emails.php');
require_once('modules/HelpDesk/HelpDesk.php');
require_once('modules/Users/Users.php');
require_once('modules/Documents/Documents.php');
/**
* Mail Scanner Action
*/
class Vtiger_MailScannerAction {
// actionid for this instance
var $actionid = false;
// scanner to which this action is associated
var $scannerid = false;
// type of mailscanner action
var $actiontype= false;
// text representation of action
var $actiontext= false;
// target module for action
var $module = false;
// lookup information while taking action
var $lookup = false;
// Storage folder to use
var $STORAGE_FOLDER = 'storage/mailscanner/';
/** DEBUG functionality */
var $debug = false;
function log($message) {
global $log;
if($log && $this->debug) { $log->debug($message); }
else if($this->debug) echo "$message\n";
}
/**
* Constructor.
*/
function __construct($foractionid) {
$this->initialize($foractionid);
}
/**
* Initialize this instance.
*/
function initialize($foractionid) {
global $adb;
$result = $adb->pquery("SELECT * FROM vtiger_mailscanner_actions WHERE actionid=? ORDER BY sequence", Array($foractionid));
if($adb->num_rows($result)) {
$this->actionid = $adb->query_result($result, 0, 'actionid');
$this->scannerid = $adb->query_result($result, 0, 'scannerid');
$this->actiontype = $adb->query_result($result, 0, 'actiontype');
$this->module = $adb->query_result($result, 0, 'module');
$this->lookup = $adb->query_result($result, 0, 'lookup');
$this->actiontext = "$this->actiontype,$this->module,$this->lookup";
}
}
/**
* Create/Update the information of Action into database.
*/
function update($ruleid, $actiontext) {
global $adb;
$inputparts = explode(',', $actiontext);
$this->actiontype = $inputparts[0]; // LINK, CREATE
$this->module = $inputparts[1]; // Module name
$this->lookup = $inputparts[2]; // FROM, TO
$this->actiontext = $actiontext;
if($this->actionid) {
$adb->pquery("UPDATE vtiger_mailscanner_actions SET scannerid=?, actiontype=?, module=?, lookup=? WHERE actionid=?",
Array($this->scannerid, $this->actiontype, $this->module, $this->lookup, $this->actionid));
} else {
$this->sequence = $this->__nextsequence();
$adb->pquery("INSERT INTO vtiger_mailscanner_actions(scannerid, actiontype, module, lookup, sequence) VALUES(?,?,?,?,?)",
Array($this->scannerid, $this->actiontype, $this->module, $this->lookup, $this->sequence));
$this->actionid = $adb->database->Insert_ID();
}
$checkmapping = $adb->pquery("SELECT COUNT(*) AS ruleaction_count FROM vtiger_mailscanner_ruleactions
WHERE ruleid=? AND actionid=?", Array($ruleid, $this->actionid));
if($adb->num_rows($checkmapping) && !$adb->query_result($checkmapping, 0, 'ruleaction_count')) {
$adb->pquery("INSERT INTO vtiger_mailscanner_ruleactions(ruleid, actionid) VALUES(?,?)",
Array($ruleid, $this->actionid));
}
}
/**
* Delete the actions from tables.
*/
function delete() {
global $adb;
if($this->actionid) {
$adb->pquery("DELETE FROM vtiger_mailscanner_actions WHERE actionid=?", Array($this->actionid));
$adb->pquery("DELETE FROM vtiger_mailscanner_ruleactions WHERE actionid=?", Array($this->actionid));
}
}
/**
* Get next sequence of Action to use.
*/
function __nextsequence() {
global $adb;
$seqres = $adb->pquery("SELECT max(sequence) AS max_sequence FROM vtiger_mailscanner_actions", Array());
$maxsequence = 0;
if($adb->num_rows($seqres)) {
$maxsequence = $adb->query_result($seqres, 0, 'max_sequence');
}
++$maxsequence;
return $maxsequence;
}
/**
* Apply the action on the mail record.
*/
function apply($mailscanner, $mailrecord, $mailscannerrule, $matchresult) {
$returnid = false;
if($this->actiontype == 'CREATE') {
if($this->module == 'HelpDesk') {
$returnid = $this->__CreateTicket($mailscanner, $mailrecord);
}
} else if($this->actiontype == 'LINK') {
$returnid = $this->__LinkToRecord($mailscanner, $mailrecord);
} else if($this->actiontype == 'UPDATE') {
if($this->module == 'HelpDesk') {
$returnid = $this->__UpdateTicket($mailscanner, $mailrecord,
$mailscannerrule->hasRegexMatch($matchresult));
}
}
return $returnid;
}
/**
* Update ticket action.
*/
function __UpdateTicket($mailscanner, $mailrecord, $regexMatchInfo) {
global $adb;
$returnid = false;
$usesubject = false;
if($this->lookup == 'SUBJECT') {
// If regex match was performed on subject use the matched group
// to lookup the ticket record
if($regexMatchInfo) $usesubject = $regexMatchInfo['matches'];
else $usesubject = $mailrecord->_subject;
// Get the ticket record that was created by SENDER earlier
$fromemail = $mailrecord->_from[0];
$linkfocus = $mailscanner->GetTicketRecord($usesubject, $fromemail);
$relatedid = $linkfocus->column_fields[parent_id];
// If matching ticket is found, update comment, attach email
if($linkfocus) {
$timestamp = $adb->formatDate(date('YmdHis'), true);
$adb->pquery("INSERT INTO vtiger_ticketcomments(ticketid, comments, ownerid, ownertype, createdtime) VALUES(?,?,?,?,?)",
Array($linkfocus->id, $mailrecord->getBodyText(), $relatedid, 'customer', $timestamp));
// Set the ticket status to Open if its Closed
$adb->pquery("UPDATE vtiger_troubletickets set status=? WHERE ticketid=? AND status='Closed'", Array('Open', $linkfocus->id));
$returnid = $this->__CreateNewEmail($mailrecord, $this->module, $linkfocus);
} else {
// TODO If matching ticket was not found, create ticket?
// $returnid = $this->__CreateTicket($mailscanner, $mailrecord);
}
}
return $returnid;
}
/**
* Create ticket action.
*/
function __CreateTicket($mailscanner, $mailrecord) {
// Prepare data to create trouble ticket
$usetitle = $mailrecord->_subject;
$description = $mailrecord->getBodyText();
// There will be only on FROM address to email, so pick the first one
$fromemail = $mailrecord->_from[0];
$linktoid = $mailscanner->LookupContact($fromemail);
if(!$linktoid) $linktoid = $mailscanner->LookupAccount($fromemail);
/** Now Create Ticket **/
global $current_user;
if(!$current_user) $current_user = new Users();
$current_user->id = 1;
// Create trouble ticket record
$ticket = new HelpDesk();
$ticket->column_fields['ticket_title'] = $usetitle;
$ticket->column_fields['description'] = $description;
$ticket->column_fields['ticketstatus'] = 'Open';
$ticket->column_fields['assigned_user_id'] = $current_user->id;
if($linktoid) $ticket->column_fields['parent_id'] = $linktoid;
$ticket->save('HelpDesk');
// Associate any attachement of the email to ticket
$this->__SaveAttachements($mailrecord, 'HelpDesk', $ticket);
return $ticket->id;
}
/**
* Add email to CRM record like Contacts/Accounts
*/
function __LinkToRecord($mailscanner, $mailrecord) {
$linkfocus = false;
$useemail = false;
if($this->lookup == 'FROM') $useemail = $mailrecord->_from;
else if($this->lookup == 'TO') $useemail = $mailrecord->_to;
if($this->module == 'Contacts') {
foreach($useemail as $email) {
$linkfocus = $mailscanner->GetContactRecord($email);
if($linkfocus) break;
}
} else if($this->module == 'Accounts') {
foreach($useemail as $email) {
$linkfocus = $mailscanner->GetAccountRecord($email);
if($linkfocus) break;
}
}
$returnid = false;
if($linkfocus) {
$returnid = $this->__CreateNewEmail($mailrecord, $this->module, $linkfocus);
}
return $returnid;
}
/**
* Create new Email record (and link to given record) including attachements
*/
function __CreateNewEmail($mailrecord, $module, $linkfocus) {
global $current_user, $adb;
if(!$current_user) $current_user = new Users();
$current_user->id = 1;
$focus = new Emails();
$focus->column_fields['parent_type'] = $module;
$focus->column_fields['activitytype'] = 'Emails';
$focus->column_fields['parent_id'] = "$linkfocus->id@-1|";
$focus->column_fields['subject'] = $mailrecord->_subject;
$focus->column_fields['description'] = $mailrecord->getBodyHTML();
$focus->column_fields['assigned_user_id'] = $linkfocus->column_fields['assigned_user_id'];
$focus->column_fields["date_start"]= date('Y-m-d', $mailrecord->_date);
$from=$mailrecord->_from[0];
$to = $mailrecord->_to[0];
$cc = (!empty($mailrecord->_cc))? implode(',', $mailrecord->_cc) : '';
$bcc= (!empty($mailrecord->_bcc))? implode(',', $mailrecord->_bcc) : '';
$flag=''; // 'SENT'/'SAVED'
//emails field were restructured and to,bcc and cc field are JSON arrays
$focus->column_fields['from_email'] = $from;
$focus->column_fields['saved_toid'] = $to;
$focus->column_fields['ccmail'] = $cc;
$focus->column_fields['bccmail'] = $bcc;
$focus->save('Emails');
$emailid = $focus->id;
$this->log("Created [$focus->id]: $mailrecord->_subject linked it to " . $linkfocus->id);
// TODO: Handle attachments of the mail (inline/file)
$this->__SaveAttachements($mailrecord, 'Emails', $focus);
return $emailid;
}
/**
* Save attachments from the email and add it to the module record.
*/
function __SaveAttachements($mailrecord, $basemodule, $basefocus) {
global $adb;
// If there is no attachments return
if(!$mailrecord->_attachments) return;
$userid = $basefocus->column_fields['assigned_user_id'];
$setype = "$basemodule Attachment";
$date_var = $adb->formatDate(date('YmdHis'), true);
foreach($mailrecord->_attachments as $filename=>$filecontent) {
$attachid = $adb->getUniqueId('vtiger_crmentity');
$description = $filename;
$usetime = $adb->formatDate($date_var, true);
$adb->pquery("INSERT INTO vtiger_crmentity(crmid, smcreatorid, smownerid,
modifiedby, setype, description, createdtime, modifiedtime, presence, deleted)
VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)",
Array($attachid, $userid, $userid, $userid, $setype, $description, $usetime, $usetime, 1, 0));
$issaved = $this->__SaveAttachmentFile($attachid, $filename, $filecontent);
if($issaved) {
// Create document record
$document = new Documents();
$document->column_fields['notes_title'] = $filename;
$document->column_fields['filename'] = $filename;
$document->column_fields['filestatus'] = 1;
$document->column_fields['filelocationtype'] = 'I';
$document->column_fields['folderid'] = 1; // Default Folder
$document->column_fields['assigned_user_id'] = $userid;
$document->save('Documents');
// Link file attached to document
$adb->pquery("INSERT INTO vtiger_seattachmentsrel(crmid, attachmentsid) VALUES(?,?)",
Array($document->id, $attachid));
// Link document to base record
$adb->pquery("INSERT INTO vtiger_senotesrel(crmid, notesid) VALUES(?,?)",
Array($basefocus->id, $document->id));
}
}
}
/**
* Save the attachment to the file
*/
function __SaveAttachmentFile($attachid, $filename, $filecontent) {
global $adb;
$dirname = $this->STORAGE_FOLDER;
if(!is_dir($dirname)) mkdir($dirname);
$description = $filename;
$filename = str_replace(' ', '-', $filename);
$saveasfile = "$dirname$attachid" . "_$filename";
if(!file_exists($saveasfile)) {
$this->log("Saved attachement as $saveasfile\n");
$fh = fopen($saveasfile, 'wb');
fwrite($fh, $filecontent);
fclose($fh);
}
$mimetype = MailAttachmentMIME::detect($saveasfile);
$adb->pquery("INSERT INTO vtiger_attachments SET attachmentsid=?, name=?, description=?, type=?, path=?",
Array($attachid, $filename, $description, $mimetype, $dirname));
return true;
}
}
?>
Step10:如果您仍然遇到问题,仍然无法获取更新票证功能; 查看 VTiger 论坛。
[4]:http://i.stack.imgur.com/5ZU7Q.jpg 强调文字*强调文字*
关于php - 更新 VTiger 中的现有工单,我们在Stack Overflow上找到一个类似的问题: https://stackoverflow.com/questions/3985561/
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所以我正在为学校编写一个 Ruby 程序,如果某个值是 1 或 3,则将 bool 值更改为 true,如果是 0 或 2,则更改为 false。由于我有 Java 背景,所以我认为这段代码应该有效:
我做了什么: 我在这些账户之间创建了 VPC 对等连接 互联网网关也连接到每个 VPC 还配置了路由表(以允许来自双方的流量) 情况1: 当这两个 VPC 在同一个账户中时,我成功测试了从另一个 La
我有一个名为 contacts 的表: user_id contact_id 10294 10295 10294 10293 10293 10294 102
我正在使用 Magento 中的新模板。为避免重复代码,我想为每个产品预览使用相同的子模板。 特别是我做了这样一个展示: $products = Mage::getModel('catalog/pro
“for”是否总是检查协议(protocol)中定义的每个函数中第一个参数的类型? 编辑(改写): 当协议(protocol)方法只有一个参数时,根据该单个参数的类型(直接或任意)找到实现。当协议(p
我想从我的 PHP 代码中调用 JavaScript 函数。我通过使用以下方法实现了这一点: echo ' drawChart($id); '; 这工作正常,但我想从我的 PHP 代码中获取数据,我使
这个问题已经有答案了: Event binding on dynamically created elements? (23 个回答) 已关闭 5 年前。 我有一个动态表单,我想在其中附加一些其他 h
我正在尝试找到一种解决方案,以在 componentDidMount 中的映射项上使用 setState。 我正在使用 GraphQL连同 Gatsby返回许多 data 项目,但要求在特定的 pat
我在 ScrollView 中有一个 View 。只要用户按住该 View ,我想每 80 毫秒调用一次方法。这是我已经实现的: final Runnable vibrate = new Runnab
我用 jni 开发了一个 android 应用程序。我在 GetStringUTFChars 的 dvmDecodeIndirectRef 中得到了一个 dvmabort。我只中止了一次。 为什么会这
当我到达我的 Activity 时,我调用 FragmentPagerAdapter 来处理我的不同选项卡。在我的一个选项卡中,我想显示一个 RecyclerView,但他从未出现过,有了断点,我看到
当我按下 Activity 中的按钮时,会弹出一个 DialogFragment。在对话框 fragment 中,有一个看起来像普通 ListView 的 RecyclerView。 我想要的行为是当
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