更新 VTiger 中的现有票证

Question

我是 VTiger 的新手，我正在使用 5.2.0 版本来尝试、学习如何实现问题跟踪。

简介：

客户发送一封电子邮件，内容为[电子邮件受保护] 、Mail Converter 或 Mail Scanner.. 扫描新电子邮件，如果找到，则创建新票证。

如果管理员看到故障单中提出了新的工单，请进行一些更改，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，说明管理员已对工单进行了修改。

假设客户想要一些更改，因此他回复了[电子邮件受保护]，由于新邮件到达并且邮件扫描仪创建了新票证，因此提出了新票证。

问题：

不是更新客户之前发送的现有票证，而是每次创建新票证都会通过为一个问题制作许多票证来重复问题，这是一个大问题。

当客户端向 [email protected] 发送邮件时，电子邮件主题作为票证标题，电子邮件正文作为票证描述。

假设

Title of Ticket is SubjectClientSent

管理员做了一些修改后，客户不喜欢某些内容，并且客户决定回复 VTiger 发送给他的电子邮件，通常是这种方式。

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 的现有票证

我试图通过创建一个类似这样的新规则来做到这一点。

但是，它仍在创建一张新票。

你能帮我纠正这个问题吗？

有没有更好的方法来更新现有的票证？

感谢您的帮助和支持。

Answer 1

找到了解决方案！

整个答案是从 VTiger PDF 文档, VTiger 论坛, VTiger Bug 链接

下图显示了使用 MailScanner 或 MailConverter 自动处理票证的基本流程

！[Mail Scanner 基本流程][4]

1：
客户（具有联系人/帐户记录）将电子邮件发送至[电子邮件受保护] , 有主题
“测试故障单”

2：
邮件扫描程序创建票证，将其链接到按电子邮件 ID 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
进一步向客户提供。电子邮件主题类似于“TT15 [票证 ID：1483] 测试故障票”

3：
客户回复确认电子邮件时，保留部分主题不变
[电子邮件受保护]。由于邮件扫描程序在主题上配置了正则表达式规则并找到
匹配链接到客户的故障单，它会更新电子邮件正文的评论。

4：
当支持团队更新评论时，会再次向客户发送电子邮件。

以下步骤将帮助我们实现此功能

第 1 步：设置发送邮件服务器

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   [email protected] 
Password    ******  
From Email  [email protected] 
Requires Authentication?    Yes 

第 2 步：设置 MailScanner 或 MailConverter strong>

DEFAULT Information 

Scanner Name    DEFAULT
Server Name     imap.gmail.com
Protocol       imap4
User Name     [email protected]
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：设置规则来创建和创建规则。更新 MailScanner 或 MailConverter 中的票证

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 4 步：配置 config.inc.php

更新 config.inc.php 中的以下变量

$HELPDESK_SUPPORT_EMAIL_ID< /strong>

发送邮件时使用的 FROM 地址信息
示例：[电子邮件受保护]

$HELPDESK_SUPPORT_EMAIL_ID = '[email protected]';

$HELPDESK_SUPPORT_NAME< /strong>

FROM 名称，用于显示发送的电子邮件。
示例：自动回复

$HELPDESK_SUPPORT_NAME = 'Company Support';

$HELPDESK_SUPPORT_EMAIL_REPLY_ID

在发送的电子邮件中设置的 REPLY-TO 地址。
示例：[电子邮件受保护]

$HELPDESK_SUPPORT_EMAIL_REPLY_ID = '[email protected]';

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，收件人
地址将由邮件客户端设置并到达邮箱
我们已设置扫描。

第 5 步：创建 HelpDeskHandler.php 在 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 );
        }
      }        
    }
  }
}

?>

第 6 步：创建名为的电子邮件模板“自动工单第一响应”

这是客户向 [电子邮件受保护]

要创建电子邮件模板，请转到“设置/电子邮件模板”；选择“新建模板”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&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，只需键入以下 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，请转到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;
    }
}
?>

第10步：如果您仍然遇到问题，并且仍然无法获取更新票证功能性；
查看 VTiger 论坛。

[4]：https://i.sstatic.net/5ZU7Q .jpg强调文本*强调文本*