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TSA - Importing emails on closed incidents
#1
Hi,
As a user I am able to send an email update on a closed incident (using the TSA). The email will be attached to the closed incident. Is there any way to prevent this? Or what is the best option to react on this behaviour?

I can think of creating a business rule that will send an email to the user informing him that the comment was made on a closed incident and will not be processed, but maybe there are better solutions.

Thanks!
Frank Magnin, proud to be a member of EV CONNECT FORUM since Feb 2016.

#2
(06-26-2018, 02:53 AM)Frank Magnin Wrote: Hi,
As a user I am able to send an email update on a closed incident (using the TSA). The email will be attached to the closed incident. Is there any way to prevent this? Or what is the best option to react on this behaviour?

I can think of creating a business rule that will send an email to the user informing him that the comment was made on a closed incident and will not be processed, but maybe there are better solutions.

Thanks!

Hello,
I think better solution is create a business rule that trigger 'incomming email' for close/cancel/other end status of request and inform last group or if empty last technician that an incomming email has come for a closed request. Notification can be processed by "single point of contact" too.

Some time we received "Ok it's work" and some time "No it's don't work for me" even if there are validation of resolution (example : child incident, cancel incident, process that don't require validation,...) 

P.ABBE
ABBE Philippe, proud to be a member of EV CONNECT FORUM since Nov 2015.

#3
(06-26-2018, 07:37 AM)ABBE Philippe Wrote:
(06-26-2018, 02:53 AM)Frank Magnin Wrote: Hi,
As a user I am able to send an email update on a closed incident (using the TSA). The email will be attached to the closed incident. Is there any way to prevent this? Or what is the best option to react on this behaviour?

I can think of creating a business rule that will send an email to the user informing him that the comment was made on a closed incident and will not be processed, but maybe there are better solutions.

Thanks!

Hello,
I think better solution is create a business rule that trigger 'incomming email' for close/cancel/other end status of request and inform last group or if empty last technician that an incomming email has come for a closed request. Notification can be processed by "single point of contact" too.

Some time we received "Ok it's work" and some time "No it's don't work for me" even if there are validation of resolution (example : child incident, cancel incident, process that don't require validation,...) 

P.ABBE

We are looking to build this Business Rule on our platform. Does anyone have it written already?  I'm pretty sure that I know what fields to check, but I haven't done much with Business Rules.  

Chris Catron
Youth Villages

#4
(02-07-2019, 03:38 PM)catronYV Wrote:
(06-26-2018, 07:37 AM)ABBE Philippe Wrote:
(06-26-2018, 02:53 AM)Frank Magnin Wrote: Hi,
As a user I am able to send an email update on a closed incident (using the TSA). The email will be attached to the closed incident. Is there any way to prevent this? Or what is the best option to react on this behaviour?

I can think of creating a business rule that will send an email to the user informing him that the comment was made on a closed incident and will not be processed, but maybe there are better solutions.

Thanks!

Hello,
I think better solution is create a business rule that trigger 'incomming email' for close/cancel/other end status of request and inform last group or if empty last technician that an incomming email has come for a closed request. Notification can be processed by "single point of contact" too.

Some time we received "Ok it's work" and some time "No it's don't work for me" even if there are validation of resolution (example : child incident, cancel incident, process that don't require validation,...) 

P.ABBE

We are looking to build this Business Rule on our platform. Does anyone have it written already?  I'm pretty sure that I know what fields to check, but I haven't done much with Business Rules.  

Chris Catron
Youth Villages

We do something similar.  I've attached my pages from OneNote on the Business definition/related process.  You will need to modify for your particular situation.  Let me know if you'd like the documentation on the Roles used.

jhendrix, proud to be a member of EV CONNECT FORUM since Apr 2016.

#5
(02-07-2019, 04:48 PM)jhendrix Wrote:
(02-07-2019, 03:38 PM)catronYV Wrote:
(06-26-2018, 07:37 AM)ABBE Philippe Wrote:
(06-26-2018, 02:53 AM)Frank Magnin Wrote: Hi,
As a user I am able to send an email update on a closed incident (using the TSA). The email will be attached to the closed incident. Is there any way to prevent this? Or what is the best option to react on this behaviour?

I can think of creating a business rule that will send an email to the user informing him that the comment was made on a closed incident and will not be processed, but maybe there are better solutions.

Thanks!

Hello,
I think better solution is create a business rule that trigger 'incomming email' for close/cancel/other end status of request and inform last group or if empty last technician that an incomming email has come for a closed request. Notification can be processed by "single point of contact" too.

Some time we received "Ok it's work" and some time "No it's don't work for me" even if there are validation of resolution (example : child incident, cancel incident, process that don't require validation,...) 

P.ABBE

We are looking to build this Business Rule on our platform. Does anyone have it written already?  I'm pretty sure that I know what fields to check, but I haven't done much with Business Rules.  

Chris Catron
Youth Villages

We do something similar.  I've attached my pages from OneNote on the Business definition/related process.  You will need to modify for your particular situation.  Let me know if you'd like the documentation on the Roles used.
Thank you so much for this.  I haven't tried it, yet, but from what I am seeing, I can make this work for our need.
-Chris

#6
(02-07-2019, 04:48 PM)jhendrix Wrote:
(02-07-2019, 03:38 PM)catronYV Wrote:
(06-26-2018, 07:37 AM)ABBE Philippe Wrote:
(06-26-2018, 02:53 AM)Frank Magnin Wrote: Hi,
As a user I am able to send an email update on a closed incident (using the TSA). The email will be attached to the closed incident. Is there any way to prevent this? Or what is the best option to react on this behaviour?

I can think of creating a business rule that will send an email to the user informing him that the comment was made on a closed incident and will not be processed, but maybe there are better solutions.

Thanks!

Hello,
I think better solution is create a business rule that trigger 'incomming email' for close/cancel/other end status of request and inform last group or if empty last technician that an incomming email has come for a closed request. Notification can be processed by "single point of contact" too.

Some time we received "Ok it's work" and some time "No it's don't work for me" even if there are validation of resolution (example : child incident, cancel incident, process that don't require validation,...) 

P.ABBE

We are looking to build this Business Rule on our platform. Does anyone have it written already?  I'm pretty sure that I know what fields to check, but I haven't done much with Business Rules.  

Chris Catron
Youth Villages

We do something similar.  I've attached my pages from OneNote on the Business definition/related process.  You will need to modify for your particular situation.  Let me know if you'd like the documentation on the Roles used.

Excellent, works perfectly. Thank you very much
Jim Koene
Pierre & Vacances Centerparcs
jim.koene@groupepvcp.com

#7
Is there a way to present the email response in the email that goes to the technician about the response on a closed ticket?

For example, we have an email that says "a response has been received on a ticket that was closed". We show the ticket number and some basic information, but our staff has to go into the ticket to see that the response email actually says. I'm just not sure how to grab the email that was sent by the end user.

Thanks
Chris Catron - IT Manager, Youth Villages - member of EV CONNECT FORUM since Sep 2016

#8
(07-16-2019, 04:16 PM)catronYV Wrote: Is there a way to present the email response in the email that goes to the technician about the response on a closed ticket?  

For example, we have an email that says "a response has been received on a ticket that was closed".  We show the ticket number and some basic information, but our staff has to go into the ticket to see that the response email actually says.  I'm just not sure how to grab the email that was sent by the end user.

Thanks

Hello,

I think that the email that says "a response has been received on a ticket that was closed" was created by a Business rules. Business rules that trigger "addition of an action of type "incoming mail" (via AST) for a closed-resolved request"

if not, see trigger below : 
IF EXISTS
(
      SELECT * 
      FROM INSERTED INNER JOIN SD_REQUEST ON INSERTED.REQUEST_ID=SD_REQUEST.REQUEST_ID
      WHERE INSERTED.ACTION_TYPE_ID IN (76) AND SD_REQUEST.END_DATE_UT is not null
)
BEGIN
@@FIRETRIGGER@@

If so, then you can add this tag on the email send :

#[DB_FIELDS.COMMENT]#

P.ABBE
ABBE Philippe, proud to be a member of EV CONNECT FORUM since Nov 2015.

#9
(07-23-2019, 09:03 AM)ABBE Philippe Wrote:
(07-16-2019, 04:16 PM)catronYV Wrote: Is there a way to present the email response in the email that goes to the technician about the response on a closed ticket?  

For example, we have an email that says "a response has been received on a ticket that was closed".  We show the ticket number and some basic information, but our staff has to go into the ticket to see that the response email actually says.  I'm just not sure how to grab the email that was sent by the end user.

Thanks

Hello,

I think that the email that says "a response has been received on a ticket that was closed" was created by a Business rules. Business rules that trigger "addition of an action of type "incoming mail" (via AST) for a closed-resolved request"

if not, see trigger below : 
IF EXISTS
(
      SELECT * 
      FROM INSERTED INNER JOIN SD_REQUEST ON INSERTED.REQUEST_ID=SD_REQUEST.REQUEST_ID
      WHERE INSERTED.ACTION_TYPE_ID IN (76) AND SD_REQUEST.END_DATE_UT is not null
)
BEGIN
@@FIRETRIGGER@@

If so, then you can add this tag on the email send :

#[DB_FIELDS.COMMENT]#

P.ABBE

I was trying too hard, I guess.  That worked perfectly.  Thanks again for your help!
Chris
Chris Catron - IT Manager, Youth Villages - member of EV CONNECT FORUM since Sep 2016






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