# InBox EmailOption

Version 6.9.16

Creation date 01/03/2021

# Resources

The module creates a link that can be sent via email to set the dynamic field value suspended in the defined ticket.

# Prerequisites

# Framework

The following OTRS framework versions are supported:

• [6.0.x]
• [6.1.x]
• [6.2.x]
• [6.3.x]
• [6.4.x]

# Modules

The following modules are required:

• InBox Core 6.34.20 or superior

# Operational system

The following operating systems are required:

• [none]

# Third Party Software

The following third party software is required:

• [none]

# Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ EmailOption 6.9.16.opm

# Configuration

This module can be configured via System Configuration in the administrative interface. The following configuration options are available:

- FQDN required to be configured.

# InBox::EmailOption::DynamicFieldsEnabledValues

Dynamic fields and their possible fields, each possible field should be enabled or not article creation.

Possible settings:

0 = Disabled, 1 = Available.

Ex:

# InBox::EmailOption::VisibleArticleForCustomer

Defines whether the response from EmailOption will be visible to the client.

Possible configurations:

Key: Dynamic field name

Value: 0 = Disabled, 1 = Enabled.

# InBox::EmailOption::DynamicFieldsTexts

Texts displayed on the registration screen according to each dynamic field.

Configuration:

First Key: Dynamic field name

Second Key:

• Value1: Text displayed when registering the vote.

• Value2: Text displayed if the option is configured to receive text as a justification.

• Value2-Response: Text displayed after justification is filled.

Ex:

# InBox::EmailOption::Configs

Settings for the text to be displayed in the title, header and button color.

Note: when updating the module in some environment, it is necessary to reset the settings, as shown below.

# InBox::EmailOption::DefaultTextOfAnsweredArticle

Default text of the article that will be created by the module.

You can insert the TAG's related to Ticket or Customer in the text definition so that when answering the article it is replicated.

# InBox::EmailOption::DefaultSubjectOfAnsweredArticle

Default subject of the article that will be created by the module.

You can enter the TAG's related to Ticket or Customer in the subject definition so that when answering the article it is inserted in the desired location.

# InBox::EmailOption::ArticleParameters

In this configuration, the subject and the body of the article that is created can be defined:

The configuration must follow this structure:

'Dynamic emailoption field name' -> {
    'Subject' => 'Subject of the article to be created',
    'Body' => 'Body of the article to be created'
}

# InBox::EmailOption::AnswerAuthor

This configuration must be defined either the dynamic field that will be saved or the email from which you respond or EmailOption.

A key must be defined or the dynamic EmailOption field that will be mapped, and no value or not the dynamic field that will be saved or the email from which you respond:

# InBox::EmailOption::ReplyTemplate

Select which template will be used in the response screen (file name .tt). The module has a default template.

Note: it is necessary to create a new .tt file for new specific templates.

Add the new templates at (.tt): Custom/Kernel/Output/HTML/Templates/Standard/EmailOption/

Add header image at: var/httpd/htdocs/skins/Customer/default/img/

# InBox::EmailOption::Attachment

In this configuration, it is possible to enable the sending of attachments in responses that have justifications.

# InBox::EmailOption::DynamicFieldsJustification

This setting is used to save the justification informed in the notification in a dynamic field, being possible to use it in several ways (for example, sending the informed justification by email).

Key: Name of the dropdown type dynamic field used in the notification. Value: Name of the text-type dynamic field that will be used to save the notification justification.

# Use

# Using the Module

To use the module, you must perform the settings and create the notification.

In the notification the Email Option Notification must be used as the notification method.

After the module is installed, the following link will be enabled:

http://dominio.com/otrs/public.pl?Action=EmailOptionReply;PublicKey=626170ae5b06ff2dd282c552f5405463

The link can be defined as follows in the notification:

http://dominio.com/otrs/public.pl?Action=EmailOptionReply;PublicKey=<OTRS_EMAILOPTION_FieldName_FieldValue>

To create the keys, the link with the following key must be defined:

<OTRS_EMAILOPTION_FieldName_FieldValue>

It is composed of 3 parts, the initial with a fixed argument:

<OTRS_EMAILOPTION_ + FieldName + _ + FieldVale + >

And receives 2 more arguments:

FiledName => Dynamic field name that of the Email Option
FieldValue => Dynamic field value to be defined on this link

Exemplo:

<OTRS_EMAILOPTION_EmailOption_Yes>

<a href="http://dominio.com/otrs/public.pl?Action=EmailOptionReply;PublicKey=<OTRS_EMAILOPTION_FieldName_FieldValue>;" rel="noopener" style="border-radius: 3px; box-sizing: border-box; display: inline-block; font-size: 13px; font-weight: 700; height: 40px; line-height: 40px; padding: 0px 24px;

text-align: center; text-decoration: none; text-transform: uppercase; vertical-align: middle; background-color: rgb(40, 167, 69); margin-right: 10px;

--darkreader-inline-bgcolor:#208637; --darkreader-inline-color:#e8e6e3; color: rgb(255, 255, 255) !important;" target="_blank">

CLIQUE AQUI PARA APROVAR.

</a>

<a href="http://127.0.0.1:8080/otrs/public.pl?Action=EmailOptionReply;PublicKey=<OTRS_EMAILOPTION_FieldName_FieldValue>" rel="noopener" style="border-radius: 3px; box-sizing: border-box; display: inline-block; font-size: 13px; font-weight: 700; height: 40px; line-height: 40px; padding: 0px 24px;

text-align: center; text-decoration: none; text-transform: uppercase; vertical-align: middle; background-color: rgb(220, 53, 69);

--darkreader-inline-bgcolor:#a51d2a; --darkreader-inline-color:#e8e6e3; color: rgb(255, 255, 255) !important;" target="_blank">

CLIQUE AQUI PARA REPROVAR.

</a>

With the * InBox :: EmailOption :: DynamicFieldsEnabledValues * setting enabled and with values already set, you will need to enter text to register the dynamic field, this text will be used to create an article in OTRS.

The module only supports dynamic "dropdown" fields.

With the setting

InBox :: EmailOption :: DefaultSubjectOfAnsweredArticle and or InBox :: EmailOption :: DefaultTextOfAnsweredArticle defined with Ticket or Customer TAGs, the configured TAGs will be inserted respectively in the Subject and in the body text of the ticket whenever added. one note.

# List of TAG's usable for Customer.

UserCustomerID, CustomerCompanyComment, Source, UserTitle, UserZip, UserLastname, ChangeB, CreateTime, UserLogin, UserPhone, UserLanguage, CustomerID, CustomerCompanyValidID, CustomerCompanyZIP, UserMailString, UserCountry, UserFullname, UserPassword, ValidID, UserRefreshTime, UserEmail, UserComment, UserID, UserFirstname, CustomerCompanyCountry, UserFax, CreateBy, ChangeTime, UserShowTickets, UserStreet, CustomerCompanyURL, CustomerCompanyName, UserMobile, UserCity, UserGoogleAuthenticatorSecretKey, CustomerCompanyStreet, UserTimeZone.

Exemple:

<OTRS_TICKET_Title>

<OTRS_CUSTOMER_CustomerCompanyName>

<OTRS_TICKET_DynamicField_name1>

<OTRS_TICKET_DynamicField_name1_Value>

Note: A customer must be linked to the ticket.

# Inbox::EmailOption::EmailOptionNotification

Setting to hide internal article notifications for agent.

After the module is installed, ticket notification must be configured.

The option Email should be disability, so that the article is not replicated.

Then select the option "Hidden Notification for Agent", enter the desired email, and save the changes.

With these settings notifications should be hidden for agents.