InBox EmailOption

Version 6.6.9

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.x.x]

Modules

The following modules are required:

  • InBox Core 6.20.7 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 6.5.9.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:

img3.png

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: Text1: Text displayed when registering the vote. Text2: Text displayed if the option is configured to receive text as a justification.

Ex:

img3.png

InBox::EmailOption::Configs

Sets the screen title and the color of the card displayed when you click the link.

img3.png

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::DynamicFieldEvent

In this configuration, the dynamic field must be defined which, when updated, will generate the public key, and the value of the field that will trigger the notification.

img10.png

InBox::EmailOption::DynamicFieldPublicKey

In this configuration, the dynamic field EmailOption should be defined, which dynamic fields will receive the public key generated at the event:

img11.png

The configuration must follow this structure:

'Dynamic emailoption field name' -> {
	'Value that will be defined for the dynamic field' => 'Dynamic field that he will define Public Key'
}

The dynamic field that he defines the public key will be used to create the link sent by email.

This key will fill in the value defined in this configuration for the equivalent field.

InBox::EmailOption::ArticleParameters

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

img12.png

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'
}

Use

Using the Module

To use the module, dynamic fields must be created to save the generated keys, and a field must be defined to trigger the creation of the keys.

In the notification, the update of the dynamic field containing the keys should be used, to ensure that there is already a value filled in them.

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

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

In which are required:

img11.png

The link can be defined as follows in the notification:

http://dominio.com/otrs/public.pl?Action=EmailOption;PublicKey=<OTRS_TICKET_DynamicField_PublicKeyTrue>
	<a href="http://dominio.com/otrs/public.pl?Action=EmailOption;PublicKey=<OTRS_TICKET_DynamicField_PublicKeyTrue>;" 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=EmailOption;PublicKey=<OTRS_TICKET_DynamicField_PublicKeyFalse>" 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>

In the notification, it must be defined as an event, an update of one of the dynamic fields that obtain a public key.

Using the examples that have been set up here ###InBox::EmailOption::DynamicFieldPublicKey

img11.png

In this configuration, the PublicKeyTrue and PublicKeyFalse fields were defined, the correct thing would be for the notification to be created to update the last configured field, that is, PublicKeyFalse.

Link Example:

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

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.

img2.png

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.

Setting TAGs in EmailOption Fields

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.

Fields with Tag Values

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.

Create ticket notification

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

Disabling Email on ticket

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

Enabling Hidden Notification for Agent

With these settings notifications should be hidden for agents.