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На следующих рисунках показан базовый процесс , связанный с автоматизацией создания билетов с помощью MailScanner или MailConverter
! [Mail Scanner BasicПроцесс] [4]
1: Клиент (имеющий запись о контакте / учетной записи) отправляет электронное письмо на support@company.com с темой «Test Trouble Ticket»
2: Mail Scanner создает тикет, связывает его с соответствующей записью контакта / учетной записи, отфильтрованной по электронной почте.HelpDeskHandler отправит подтверждение по электронной почте с дополнительной информацией о том, как ответить дальше Клиенту.Тема электронного письма выглядит как «TT15 [Ticket Id: 1483] Test Trouble Ticket»
3: Клиент отвечает на электронное письмо с подтверждением, оставляя часть темы без изменений на support@company.com.Так как почтовый сканер настроен с правилом Regex для субъекта и находит соответствующий Тревожный билет, связанный с Клиентом, он обновляет комментарии в теле письма.
4: Когда служба поддержки обновляет свой комментарий,Клиенту снова отправляется электронное письмо.
Следующие шаги помогут нам реализовать эту функцию
Шаг 1. Настройка сервера исходящей почты
Если вашСервер исходящей почты - Gmail, следующие параметры должны работать для вас
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
Шаг 2: Настройка MailScanner или 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
Шаг 3:Настройка правил для создания и обновления билетов в MailScanner или MailConverter
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
Шаг 4. Настройте config.inc.php
и обновите следующеепеременные в вашем config.inc.php
$ HELPDESK_SUPPORT_EMAIL_ID
ОТ адресной информации, которая будет использоваться при отправке писем Пример: automatic-reply @ company.com
$HELPDESK_SUPPORT_EMAIL_ID = 'auto.reply.company@gmail.com';
$ HELPDESK_SUPPORT_NAME
FROM имя, которое будет использоваться для отображения отправленных электронных писем.Пример: автоматический ответ
$HELPDESK_SUPPORT_NAME = 'Company Support';
$ HELPDESK_SUPPORT_EMAIL_REPLY_ID
REPLY-TO адрес, который будет установлен в отправленном электронном письме.Пример: support@company.com
$HELPDESK_SUPPORT_EMAIL_REPLY_ID = 'support.company@gmail.com';
Установка этой информации является одним из важных шагов для автоматического набора билетов.Когда пользователь пытается ответить на автоматические электронные письма, почтовый клиент устанавливает адрес TO и достигает почтового ящика, для которого мы настроили сканирование.
Шаг 5. Создание HelpDeskHandler.php в VTigerCRM / modules / HelpDesk /
<?php
/*+**********************************************************************************
* The contents of this file are subject to the vtiger CRM Public License Version 1.0
* ("License"); You may not use this file except in compliance with the License
* The Original Code is: vtiger CRM Open Source
* The Initial Developer of the Original Code is vtiger.
* Portions created by vtiger are Copyright (C) vtiger.
* All Rights Reserved.
************************************************************************************/
class HelpDeskHandler extends VTEventHandler {
function __getSendToEmail($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 );
}
}
}
}
}
?>
Шаг 6: Создайте шаблон электронной почты с именем «Auto Ticket First Response»
Это подтверждение по электронной почте. Служба поддержки компании автоматически отправляет письмо после того, как клиент отправит электронное письмо по адресу support.company@gmail.com
Чтобы создать шаблон электронной почты, перейдите в раздел «Настройки» / «Шаблоны электронной почты»;Выберите Новый шаблон и назовите его «Auto Ticket First Response»
Шаг 7. Создайте новый файл PHP и назовите его RegisterHelpDeskHandler.php
Поместите следующий код& выполнить файл
<?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');
?>
Чтобы выполнить, просто введите следующий URL
http://localhost:8888/registerHelpDeskHandler.php
Вы должны увидеть следующий вывод в браузере
Registering Event vtiger.entity.aftersave with [modules/HelpDesk/HelpDeskHandler.php] HelpDeskHandler ... DONE
Шаг 9: Проверьте наличие ошибки!
Если вы используете VTiger 5.2.0, ошибка уже исправлена!
Если нет, зайдите в модули / Настройки / MailScanner / core / MailScannerAction.php и замените весь код следующим кодом
<?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;
}
}
?>
Шаг 10: Если проблемы все еще возникают, но вы не можете их получитьобновление функциональности билета;Посетите форумы VTiger.
[4]: http://i.stack.imgur.com/5ZU7Q.jpgemphasized текст * выделенный текст *