0.72.1 improvements in email tracking

linvinus · 2009-08-20 13:28:58

Hello glpi team!
For my opinion, current mailing behavior in help-desk awful.
It looks like logs!
Help-desk it is dialog between user and technical specialist!

Lets see mail chain
1)User write letter for support

test

Denis,
Just a user

2)automatic answer from system

URL: https://glpi/glpi/index.php?redirect=tracking_308 

Description of the ticket

Title: test
Requester: newtest3
Start date: 12-08-2009 11:07
Request source: E-Mail
Concerned Item: General 
Status: New
Assigned to: Not assigned
Priority: Medium
Email Follow-up: Yes
Category: No defined category
----------------------------------------------------------
Content:
Test 
Denis, 
Just a user

Ticket updates : 0

All users, ask me "What is it?" no one understand.

3) answer from support

URL: https://glpi/glpi/index.php?redirect=tracking_308 

Description of the ticket

Title: test
Requester: newtest3
Start date: 12-08-2009 11:07
Request source: E-Mail
Concerned Item: General 
Status: Processing (assigned)
Assigned to: Support1
Priority: Medium
Email Follow-up: Yes
Category: No defined category
----------------------------------------------------------
Content:
Test 
Denis, 
Just a user

Ticket updates : 2


[ 12-08-2009 11:07 ] 
Requester: Support1
Content:
support answer
Planning: None
----------------------------------------------------------
[ 12-08-2009 11:07 ] 
Requester: Support1
Content:
Ticket assign to: Not assigned -> Support1
Update of the status of the ticket: New -> Processing (assigned)

Planning: None
----------------------------------------------------------

--

As you can see to read answer user must read
a)Description of the ticket
b)Ticket Content:
For what? User want just read answer, and nothing more.

4) user write letter for support answer

follow-up update 


From: logs@glpi.ru[mailto:logs@glpi.ru] 
Sent: Wednesday, August 12, 2009 11:08 AM
To: newtest3
Subject: [GLPI #0000308] Root entity | New ticket's follow-up - test 

URL: https://glpi/glpi/index.php?redirect=tracking_308 
Description of the ticket 

Title: test
Requester: newtest3
Start date: 12-08-2009 11:07
Request source: E-Mail
Concerned Item: General 
Status: Processing (assigned)
Assigned to: Support1
Priority: Medium
Email Follow-up: Yes
Category: No defined category
Content: 
Test 
Denis, 
Just a user 
Ticket updates : 2 

[ 12-08-2009 11:07 ] 
Requester: Support1
Content :
support answer
Planning: None
----------------------------------------------------------
[ 12-08-2009 11:07 ] 
Requ ester: Support1
Content :
Ticket assign to: Not assigned -> Support1
Update of the status of the ticket: New -> Processing (assigned)

Planning: None
----------------------------------------------------------

--

5) He got automatic answer, but it is his email!
Users perceive this email as spam.

URL: https://glpi/glpi/index.php?redirect=tracking_308 

Description of the ticket

Title: test
Requester: newtest3
Start date: 12-08-2009 11:07
Request source: E-Mail
Concerned Item: General 
Status: Processing (assigned)
Assigned to: Support1
Priority: Medium
Email Follow-up: Yes
Category: No defined category
Content:
Test 
Denis, 
Just a user

Ticket updates : 3


[ 12-08-2009 11:09 ] 
Requester: newtest3
Content:
follow-up update 


From: logs@glpi.ru[mailto:logs@glpi.ru] 
Sent: Wednesday, August 12, 2009 11:08 AM
To: newtest3
Subject: [GLPI #0000308] Root entity | New ticket's follow-up - test 

URL: https://glpi/glpi/index.php?redirect=tracking_308 
Description of the ticket 

Title: test
Requester: newtest3
Start date: 12-08-2009 11:07
Request source: E-Mail
Concerned Item: General 
Status: Processing (assigned)
Assigned to: Support1
Priority: Medium
Email Follow-up: Yes
Category: No defined category
Content: 
Test 
Denis, 
Just a user 
Ticket updates : 2 

[ 12-08-2009 11:07 ] 
Requester: Support1
Content :
support answer
Planning: None
----------------------------------------------------------
[ 12-08-2009 11:07 ] 
Requ ester: Support1
Content :
Ticket assign to: Not assigned -> Support1
Update of the status of the ticket: New -> Processing (assigned)

Planning: None
----------------------------------------------------------

--
Planning: None
----------------------------------------------------------
[ 12-08-2009 11:07 ] 
Requester: Support1
Content:
support answer
Planning: None
----------------------------------------------------------
[ 12-08-2009 11:07 ] 
Requester: Support1
Content:
Ticket assign to: Not assigned -> Support1
Update of the status of the ticket: New -> Processing (assigned)

Planning: None
----------------------------------------------------------

--

6) And finally his ticket resolved
Again he must read
a)Description of the ticket
b)Ticket Content:

URL: https://glpi/glpi/index.php?redirect=tracking_308 

Description of the ticket

Title: test
Requester: newtest3
Start date: 12-08-2009 11:07
Request source: E-Mail
Concerned Item: General 
Status: Closed (solved)
Assigned to: Support1
Priority: Medium
Email Follow-up: Yes
Category: &#1050;&#1086;&#1085;&#1089;&#1091;&#1083;&#1100;&#1090;&#1072;&#1094;&#1080;&#1103;
Content:
Test 
Denis, 
Just a user

Ticket updates : 6


[ 12-08-2009 11:13 ] 
Requester: Support1
Content:
ticket closed
Planning: None
----------------------------------------------------------
[ 12-08-2009 11:12 ] 
Requester: Support1
Content:
Update of the status of the ticket: Processing (assigned) -> Pending

Planning: None
----------------------------------------------------------
[ 12-08-2009 11:12 ] 
Requester: Support1
Content:
Update of the category of the ticket: No defined category -> &#1050;&#1086;&#1085;&#1089;&#1091;&#1083;&#1100;&#1090;&#1072;&#1094;&#1080;&#1103;

Planning: None
----------------------------------------------------------
[ 12-08-2009 11:09 ] 
Requester: newtest3
Content:
follow-up update 


From: logs@glpi.ru[mailto:logs@glpi.ru] 
Sent: Wednesday, August 12, 2009 11:08 AM
To: newtest3
Subject: [GLPI #0000308] Root entity | New ticket's follow-up - test 

URL: https://glpi/glpi/index.php?redirect=tracking_308 
Description of the ticket 

Title: test
Requester: newtest3
Start date: 12-08-2009 11:07
Request source: E-Mail
Concerned Item: General 
Status: Processing (assigned)
Assigned to: Support1
Priority: Medium
Email Follow-up: Yes
Category: No defined category
Content: 
Test 
Denis, 
Just a user 
Ticket updates : 2 

[ 12-08-2009 11:07 ] 
Requester: Support1
Content :
support answer
Planning: None
----------------------------------------------------------
[ 12-08-2009 11:07 ] 
Requ ester: Support1
Content :
Ticket assign to: Not assigned -> Support1
Update of the status of the ticket: New -> Processing (assigned)

Planning: None
----------------------------------------------------------

--
Planning: None
----------------------------------------------------------
[ 12-08-2009 11:07 ] 
Requester: Support1
Content:
support answer
Planning: None
----------------------------------------------------------
[ 12-08-2009 11:07 ] 
Requester: Support1
Content:
Ticket assign to: Not assigned -> Support1
Update of the status of the ticket: New -> Processing (assigned)

Planning: None
----------------------------------------------------------

--

This is without notifications when updating a ticket, as default.

GLPI really good program for administrators or tech support (i like it), but we work with stupid users.
So, what we can do better?

1) The best way it is use dynamic template for mail body, for eases change mail content and behavior.
With template every one can easily adapt mailing for his organization standard.
Currently mail body is hard-coded in glpi 0.72.1.

Following patch for glpi 0.72.1 add template support with IF ELSE logical blocks (just for example)
ftp://linvinus.ru/glpi/mailing_template.patch

In my template implementation templates placed in localization files, but because in template used language variables template must be at the end of the localization file.

Also in text template we can't use mailRow function.

But with templates we can create more compact and user friendly mail body.
For example if no planning in follow up then hide planning line in message body.
Show only necessary information.
Patch adds template only in to English localization file.
Patch contain old template style and my compact version.
By default used compact veriosn, to enable old style just comment out all php code below "Compact and user friendly version" in glpi/locales/en_GB.php

2)Stop spamming user with his email (step 5 in example email chain)
ftp://linvinus.ru/glpi/02_mail_do_not_spam_user.dpatch

My mailing style example:

1) user ticket

Subject:test ticket subject
test 
ticket 
body

2)answer email from glpi about new ticket

[20-08-2009 13:52] test ticket subject Requester Denis 


test 
ticket 
body



-- 

URL: https://glpi/glpi/index.php?redirect=tracking_375

3)answer from support
with text "first follow-up" and 3 minutes duration.
planning hidden because it was not.

Ticket updates : 1

[ 20-08-2009 13:56 ] New ticket's follow-up Author Max
first follow-up
Follow-up duration: 3 Minute(s) 

[20-08-2009 13:52] test ticket subject Requester Denis


test 
ticket 
body



-- 

URL: https://glpi/glpi/index.php?redirect=tracking_375

4) user answer with text "user answer"
and get resolved ticket with closed status and text "ticket resolved"

Ticket updates : 3

[ 20-08-2009 14:00 ] New ticket's follow-up Author Max
ticket resolved
Update of the status of the ticket: -> Closed (solved)
Change in closing date: -> 2009-08-20 14:00:40
Ticket assign to: Not assigned -> Max

Follow-up duration: 2 Minute(s) 

[ 20-08-2009 13:59 ] New ticket's follow-up Author Denis
user answer 
________________________________________ 
From: logs@glpi.ru [logs@glpi.ru] 
To: Denis 
Subject: [GLPI #0000375] Root entity | New ticket's follow-up - test ticket subject 

Ticket updates : 1 

[ 20-08-2009 13:56 ] New ticket's follow-up Author Max 
first follow-up 
Follow-up duration: 3 Minute(s) 

[20-08-2009 13:52] test ticket subject Requester Denis


test 
ticket 
body 



-- 

URL: https://glpi/glpi/index.php?redirect=tracking_375

[ 20-08-2009 13:56 ] New ticket's follow-up Author Max 
first follow-up
Follow-up duration: 3 Minute(s) 

[20-08-2009 13:52] test ticket subject Requester Denis 


test 
ticket 
body



-- 

URL: https://glpi/glpi/index.php?redirect=tracking_375

p.s.
all patches that i use available here ftp://linvinus.ru/glpi

MoYo · 2009-08-23 14:11:36

Please send all your patchs to the glpi-dev@gna.org mailing list.
Mail template is a issue in the roadmap for a long time (https://forge.indepnet.net/issues/show/848) but main problem is the internationalisation of the mail.

Notification process need to be completly rewritten : https://forge.indepnet.net/wiki/glpi/GlpiNotifications
So this template system is not the priority for the moment.

linvinus · 2009-08-24 13:21:18

MoYo
i have got following error:
You are not allowed to post to this mailing list, and your message has
been automatically rejected. If you think that your messages are
being rejected in error, contact the mailing list owner at
glpi-dev-owner@gna.org.
--------------------
From: Denis Linvinus <linvinus@gmail.com>
To: glpi-dev@gna.org
Date: Mon, 24 Aug 2009 15:13:38 +0400
Subject: patches from linvinus

remi · 2009-08-24 13:41:20

You must subscribe to the list before sending your message.

+

linvinus · 2009-08-24 14:53:58

remi thanks! at first time i don't understand where i can subscribe.

BrainSCAN · 2009-10-23 15:04:22

Has this patch been incorporated into GLPI?

MoYo · 2009-10-31 14:02:46

yes for several of them in 0.72.2.
See changelog

Forum GLPI-Project

Announcement

#1 2009-08-20 13:28:58

0.72.1 improvements in email tracking

#2 2009-08-23 14:11:36

Re: 0.72.1 improvements in email tracking

#3 2009-08-24 13:21:18

Re: 0.72.1 improvements in email tracking

#4 2009-08-24 13:41:20

Re: 0.72.1 improvements in email tracking

#5 2009-08-24 14:53:58

Re: 0.72.1 improvements in email tracking

#6 2009-10-23 15:04:22

Re: 0.72.1 improvements in email tracking

#7 2009-10-31 14:02:46

Re: 0.72.1 improvements in email tracking

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