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Issue with response to email confirmation
#1
Good morning, gang. 

I have a customer who is testing out our implementation of EasyVista for us and she noticed something peculiar.  After she submitted a ticket, she realized that she needed to change some of the information that she included on the ticket.  In our workflow, the customer is automatically sent a confirmation email to let them know that their job has been received and will be in production soon.  Since she wasn't really sure how to update the ticket, she just responded to the confirmation email to let us know what her changes were. 

While the system recorded the incoming email and message for us, she received an email telling her that her issue/problem submission was not accepted because there was missing information.  It then went on to list mandatory fields in every single questionnaire our department uses.  At the bottom of the email was this text:
 
Please resubmit your issue/problem with the correct information.


To receive an email form with all necessary field
information, simply reply to this message with the subject:

            HTML form

Alternatively, a text message with information about the
layout for this workspace can be obtained by replying to this message with
the subject:

         getschema


Anybody ever run into this problem?  Can customers email back into the system from a confirmation email without getting these errors?  Alternatively, is there a way the system can notify us when a customer does email back into the system with an update?
EV Noob, proud to be a member of EV CONNECT FORUM since Jan 2018.

#2
(05-29-2018, 09:41 AM)EV Noob Wrote: Good morning, gang. 

I have a customer who is testing out our implementation of EasyVista for us and she noticed something peculiar.  After she submitted a ticket, she realized that she needed to change some of the information that she included on the ticket.  In our workflow, the customer is automatically sent a confirmation email to let them know that their job has been received and will be in production soon.  Since she wasn't really sure how to update the ticket, she just responded to the confirmation email to let us know what her changes were. 

While the system recorded the incoming email and message for us, she received an email telling her that her issue/problem submission was not accepted because there was missing information.  It then went on to list mandatory fields in every single questionnaire our department uses.  At the bottom of the email was this text:
 
Please resubmit your issue/problem with the correct information.


To receive an email form with all necessary field
information, simply reply to this message with the subject:

            HTML form

Alternatively, a text message with information about the
layout for this workspace can be obtained by replying to this message with
the subject:

         getschema


Anybody ever run into this problem?  Can customers email back into the system from a confirmation email without getting these errors?  Alternatively, is there a way the system can notify us when a customer does email back into the system with an update?

Hello
  • Anybody ever run into this problem?  No it's not included by default. Check you're businness rules on SD_REQUEST or AM_ACTION trigger
  • Can customers email back into the system from a confirmation email without getting these errors? Undoubtedly it's not included by default
  • Alternatively, is there a way the system can notify us when a customer does email back into the system with an update? 
Example : " Notification on addition of incoming mail"
-- Original Version --
IF EXISTS
(
      SELECT * 
      FROM INSERTED 
      WHERE INSERTED.ACTION_TYPE_ID IN (76)
)
BEGIN
@@FIRETRIGGER@@
END

Step 1 : Test if affected
SELECT A.DONE_BY_ID FROM AM_ACTION A 
INNER JOIN SD_REQUEST B ON A.REQUEST_ID = B.REQUEST_ID 
INNER JOIN AM_ACTION C ON C.REQUEST_ID = B.REQUEST_ID 
WHERE A.DONE_BY_ID IS NOT NULL 
AND A.DONE_BY_ID <> B.RECIPIENT_ID 
AND A.DONE_BY_ID <> B.REQUESTOR_ID 
AND A.END_DATE_UT IS NULL 
AND C.ACTION_ID IN (@@ID@@) 
GROUP BY A.DONE_BY_ID

If Yes : Send an email to technician

Step 2 : 
Test if group in charge has an email
SELECT A.GROUP_ID FROM AM_ACTION A 
INNER JOIN SD_REQUEST B ON A.REQUEST_ID = B.REQUEST_ID 
INNER JOIN AM_ACTION C ON C.REQUEST_ID = B.REQUEST_ID
INNER JOIN AM_GROUP D ON A.GROUP_ID = D.GROUP_ID 
WHERE A.GROUP_ID IS NOT NULL 
AND A.END_DATE_UT IS NULL 
AND C.ACTION_ID IN (@@ID@@) 
AND D.MAIL_ALERT=1 
AND D.EMAIL IS NOT NULL
GROUP BY A.GROUP_ID

If Yes : Send an email to broadcast address

If No : Send an email to each technician

Note : I used custom role to send email

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






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