Setting up Support Ticket Submission

kklosson

My app is not a help desk app, but I do have a help desk. I'd like to set up a ticket submission capability within my app. A simple email to a persistent address. On one hand, I can just open the web page to my help desk. But I'd like to do it within the app for certain benefits. I envision that I have to create a SupportTicket BO, a SupportTicket Notification, a SupportTicket Process, and I figure I have to set up an intelligent HelpDesk BO to send the tickets TO.

All in, not a big deal, but do I really have to do all that just to get an email out? Anyone done this. Right track/wrong track?

Thanks

tford

Yes, I have done this in an app & it's really easy. You have the right pieces to the puzzle. Should take less than an hour to set up. You can also CC the sender.

Placing it in the app makes it very easy for users to use.

kklosson

Perhaps you can advise on this...

When creating a SupportTicket object, I have the following rules:

If SupportTicket IS NEW Then
FIND HelpDesk WHERE HelpDesk.EmailAddress IS DEFINED
SEND SupportTicketMessage TO HelpDesk
DELETE ThisSupportTicket

This works except the SupportTicketMessage has no context of the SupportTicket. So the items in the SupportTicketMessage that refer to the SupportTicket are empty. This seams like a rookie mistake but it seems like the SupportTicket BO should be in context at this point.

tford

Not sure how you are filling the attributes in SupportTicketMessage notification.

Seems like you are missing
CREATE SupportTicketMessage WITH ...

before the SEND action.

kklosson

Um, yeah. Missing that. My Notification has default values that I've been filling with tags. So I get what you're saying. But I'm not sure what I will do with the message body that contains text and tags and line breaks and such.

tford

In my case, I am not actually creating Help tickets, just providing the ability for a user to email to support. I have a non persisted BO named Email_ToSupport and notification named OutgoingEmail_To_Support

I have 2 processes with the following rules:

1) Email_SupportQuestion_To_Support

ENTER NEW Email_ToSupport WITH Email_ToSupport.FromCcAddress=LoggedInRegularUser.EmailAddress,Email_ToSupport.FromName=LoggedInRegularUser.LoginName_First++LoggedInRegularUser.LoginName_Last,Email_ToSupport.Subject='Support Question from '+LoggedInRegularUser.LoginName_First++LoggedInRegularUser.LoginName_Last USING 'Support Question'

Email_SupportQuestion_To_Support_SEND

2) Email_SupportQuestion_To_Support_SEND

FIND RegularUser WHERE RegularUser.LoginName='HelpDesk'

SEND OutgoingEmail_To_Support TO RegularUser

DISPLAY MESSAGE 'Your support question was emailed to the Help Desk (with a CC to your email address)

kklosson

Thanks. It's hooked up and working. In your example, I don't see what you're are doing with the message body (the support questions). In my case, I'm building it as a Rule assigned to the SupportTicket BO. It's giving me just what I want. But in the body of the received message, lines are getting broken in some weird way. Sometimes there's one word, then a break. Thoughts?

kklosson

And here's my process. All you don't see is the rule in the SupportTicket BO.

ENTER NEW SupportTicket WITH SupportTicket.UserRole=LoggedInSystemUser.AccessLevel
CREATE SupportTicketMessage WITH SupportTicketMessage.Message=SupportTicket.Description
FIND HelpDesk WHERE HelpDesk.EmailAddress IS DEFINED
SEND SupportTicketMessage TO HelpDesk
DELETE ThisSupportTicket
DISPLAY MESSAGE 'Your support request has been sent. A response will be provided to your email account. Thank you.'

tford

In your example, I don't see what you're are doing with the message body (the support questions)

Attribute Email_ToSupport.Message is a Plain Text attribute with length 1000.

It is then referenced in the Intitial Value field of the notification attrbute OutgoingEmail_To_Support.Message by <<Email_ToSupport.Message>>. This attribute is also Plain Text attribute with length 1000.