邮件发送更新

名称:邮件发送更新

描述:更新工单日志后,将发送邮件发送到预配置的联系人

版本:1.2.1

发布:2019-03-26

itop-version-min:2.0.3

代码:combodo-send-updates-by-email

状态:稳定

下载:https://store.itophub.io/en_US/products/combodo-send-updates-by-email

备用名称:发送邮件回复

扩散:iTop集线器

对于早于2.0.3的iTop版本,请使用此组件的先前版本

该组件的其他版本:1.0.3 

此扩展名允许在更新工单的案例日志(外部留言或内部留言)时发送发送邮件。发送邮件答复适用于任何类型的工单。编辑工单时添加的附件会作为附件自动发送到发送邮件。

特征

此扩展允许管理员定义通知,以便在工单上更新案例日志时通知联系人(例如提交人或处理人员)。

这允许支持代理通过更新工单的外部留言或内部留言直接与呼叫者进行通信。

配置依赖于特定类型的触发器(“日志更新”)和常用的发送邮件操作活动。触发器的定义对象确定工单的哪个字段(公众_log,private_log…)用于触发器。

用户可以选择与邮件一起发送的附件。会自动选择新添加的附件,但可以根据需要手动取消选择。

局限性

由于特性修改了案例日志输入,因此它只能与“案例日志”类型的属性一起使用。

通过门户进行的任何日志更新都不会是触发器和通知,为此使用标准触发器(从门户更新时)。

修订记录

发布日期版本注释
2019-03-261.2.1查询性能改进点
2018-11-271.2.0*解决了发送错误附件的问题
* JQuery兼容性(自iTop 2.6起的JQuery 3)
2018-06-271.1.14DE翻译更新
2018-06-261.1.13ES翻译
2018-01-261.1.12添加俄语翻译。
2017-06-141.1.11支持任何类型的工单(以前需要安装用户请求管理)。
2016-12-071.1.10IE9的修复程序(已在所有浏览器中删除了占位符“请输入评论”),因为它不再适用于HTML格式的案例日志。
2016-07-211.1.9支持HTML格式的案例日志(iTop 2.3.0),但仍向后兼容。
2015-10-261.1.7允许仅使用事件类型的工单安装模块
2015-10-051.1.6修复了1.1.2中引入的两个回归:默认情况下选中的所有现有附件,在删除所选附件时致命错误
2015-09-251.1.5与iTop 2.2.0和自定义门户的兼容性(向后兼容)
2015-09-241.1.4TriggerOnLogUpdate:允许任何人读取(类别=应用而不是bizmodel)
2015-03-051.1.3错误修复:1.1.2软件包中缺少文件“ ajax.php”。
2015-01-211.1.2为用户添加能力,以选择随答复发送的附件。
2014-04-031.1.1添加了能力以在OQL均值可以表示的任何条件下发送各种通知依赖。修复了问题850:无法通知更新工单时添加的联系人(通过发送邮件功能中的查询)
2014-03-041.0.1首款正式合格的版本

要求

需要iTop版本2.0.3或更高版本。

安装

使用标准安装流程 对于此扩展。

配置

从“管理工具通知”菜单中,创建触发器“日志更新时”,然后选择所需的对象类和案例日志属性代码:

Example of a Trigger "on log update"

可选参数“过滤器”用于专用于触发器。过滤器是一个OQL,它指定触发器将哪些对象带入账号。在给定的示例中,创建的触发器仅针对名称为“…Network…”的触发器的用户请求被激活。

为此触发器创建一个发送邮件功能。发送邮件功能的配置如下:

  • 状况=任何活动状态(例如“生产中”或“正在测试中”)
  • TO =SELECT Person WHERE id = :this->caller_id
  • 正文=Dear $this->caller_id_friendlyname$, … $this->head(public_log)$ …
  • …以及发送通知所需的其他字段

Example of an Email Action

模块的安装会自动创建一个默认的触发器及其关联的功能(处于测试模式)。由于测试测试收件人是一个虚拟地址,因此不进行调整就无法工作。

如果发送邮件功能不在活动状态,则特性将不可用。

语法$ this-> head(public_log)$将来自public_log字段的最新条目添加到公众的主体中。

示例:通知链接到票证并愿意收到通知的人(使用通知标志)。

   Person  p 
     lnkContactToTicket  l  l.contact_id=p.id 
   l.ticket_id = :this->id
     notify='yes'

配置文件中可以调整一个参数:

模组参数类型描述默认价值
email-replyenabled_default布尔值确定在处理人员打开表单编辑工单时是否默认情况下必须选中此复选框true

用法

一旦安装并配置了该扩展程序,您只需修改工单的案例日志即可使用它。

例如,如果您修改用户请求,则外部留言顶部会出现一个小复选框和回形针图标,以定义外部留言更新是否应外部留言通知:

Email Reply on a case log

复选框的默认行为是在iTop配置文件中配置的。如果您取消选中它,则不会发送通知。

在工单的此修改过程中添加的所有新附件将与通知一起发送。一旦将新附件添加到工单(正在编辑中),回形针旁边的编号就会增加。将鼠标移到回形针工单上会显示一个小的工具提示,其中包含将作为通知附件发送的文件列表。

[自1.1.2起新增]用户可以通过按“选择附件…”按钮来选择要与回复一起发送的附件。这将显示以下对话框:

Attachments selection

单击每个所需附件前面的复选框,然后单击“确定”以确认选择。

如果给出了过滤器,则在激活当前对象的触发器时,它将被并入账号。另一方面,向终端用户说“将发送发送邮件”的线索总是可见的。在实践中,如果配置了多个触发器,则在任何情况下都将发送通知,这不是问题。

原文:https://www.itophub.io/wiki/page?id=extensions%3Aemail_reply


Send updates by email

name:
Send updates by email
description:
Send an email to pre-configured contacts when a ticket log is updated
version:
1.2.1
release:
2019-03-26
itop-version-min:
2.0.3
code:
combodo-send-updates-by-email
state:
stable
download:
https://store.itophub.io/en_US/products/combodo-send-updates-by-email
alternate-name:
Email Reply
diffusion:
iTop Hub

For iTop versions older than 2.0.3 use a previous version of this component

Other versions of this component: 1.0.3

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.

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.

The user can select the attachments to be sent with the message. Newly added attachments are automatically selected but can be manually deselected if needed.

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).

Revision History

Release DateVersionComments
2019-03-261.2.1Queries performance improvement
2018-11-271.2.0* Fix an issue where wrong attachments were sent
* JQuery compatibility (JQuery 3 since iTop 2.6)
2018-06-271.1.14DE translation update
2018-06-261.1.13ES translation
2018-01-261.1.12Add Russian translation.
2017-06-141.1.11Support for any type of ticket (used to require the installation of User Request Management).
2016-12-071.1.10Fix for IE9 (removed the placeholder “please enter a comment” on all browsers) since it no longer works with HTML formatted case logs.
2016-07-211.1.9Support of HTML formatted case logs (iTop 2.3.0), but still backwards compatible.
2015-10-261.1.7Allow the module to be installed with only the Incident type of ticket
2015-10-051.1.6Fixed two regressions introduced in 1.1.2: all existing attachments selected by default, fatal error when removing a selected attachment
2015-09-251.1.5Compatibility with iTop 2.2.0 and custom portals (backward compatible)
2015-09-241.1.4TriggerOnLogUpdate: allow read for anyone (category = application instead of bizmodel)
2015-03-051.1.3Bug fix: the file “ajax.php” was missing from the 1.1.2 package.
2015-01-211.1.2Adds the capability for the user to select which attachment to send with the reply.
2014-04-031.1.1Adds the capability to send various notifications, depending on any condition that can be expressed by the mean of an OQL. Fixes issue #850: Contacts added while updating the tickets could not be notified (by the mean of a query in the email action)
2014-03-041.0.1First officially qualified version

Requirements

Requires an iTop version 2.0.3 or higher.

Installation

Use the Standard installation process for this extension.

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:

Example of a Trigger "on log update"

The optional argument 'Filter' is used to specialize the trigger. The filter is an OQL specifying which objects will be taken into account by the trigger. In the given example, the created trigger will be activated only for User Request having a Service named like “…Network…”.

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->caller_id

  • Body = Dear $this->caller_id_friendlyname$, … $this->head(public_log)$ …

  • … plus other fields required to send notifications

Example of an Email Action

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.

The feature will not be available if the Email action is not in an active state.

The syntax $this->head(public_log)$ adds the latest entry from the public_log field into the body of the notification.

Starting with iTop 2.3.0, the case log (and the notifications) contain HTML formatted text. There the syntax to add the latest entry of a case log into a notification is $this->head_html(public_log)$.

There is one single parameter that can be adjusted in the configuration file:

ModuleParameterTypeDescriptionDefault Value
email-replyenabled_defaultbooleanDetermines if the checkbox must be checked by default when the agent opens the form to edit the tickettrue

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:

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.

[new since 1.1.2] The user can select the attachments to be sent along with the reply, by pressing the “Select Attachments…” button. This displays the following dialog box:

Attachments selection

Click on the check-box in front of each desired attachment then click “Ok” to validate the choice.

If a filter has been given, it will be taken into account when it comes to activate the trigger for the current object. On the other hand, the clues that say to the end-user “an email will be sent” are always visible. In practice, this is not an issue if you have configured several triggers so that a notification will be sent in ANY case.

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由 superadmin 在 2020/08/27, 16:10 创建
    

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