I have the mail to ticket feature working with iTop 3.0.2, but I don't know how to trigger the Person mentioned on Ticket notification. Could you please help me?
I would like to send email to create tickets (this works) and to notify to certain users using for example, @username or @First Name or @Last Name, or @First Name Last Name, pero none works for me. Only the ticket creation mail is sent.
I'm trying with the Person mentioned on Ticket example included in the install demo of itop but it doesn't work for me.
Trigger
Description: Person mentioned on Ticket
Contexts: Console, Portal
Target class: Ticket
Filter: SELECT Ticket WHERE operational_status != 'closed'
Mentioned filter: SELECT Person AS p WHERE p.org_id = :this->org_id
Triggered action:
Name: Email mentioned person
Status: In production
From (email): $current_contact->email$
To: SELECT Person WHERE id = :mentioned->id
Subject: You have been mentioned in "$this->friendlyname$"
Body: Hello $mentioned->first_name$,
You have been mentioned by $current_contact->friendlyname$ in $this->hyperlink()$
importance: normal
Thank you
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How do you handle the case where either the public or the private log are empty? It seems that the variable will not be converted to a null value?
And also, are you getting a "TEST () - Errors: Some recipients were invalid." in the notification log? I do, and I am only specifying one recipient, which is weird...
Have a lovely day!
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The invalid recipients error message is solved. I was missing a recipient for the test notifications.
For the public/private log being empty, my use case the one where you may have comments on the private log, but not on the public one, and then the sent notification is still sending the information about the public log, whoever since it is empty, the variable itself is displayed, instead of being replaced with a null value.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
For the public/private log being empty, my use case the one where you may have comments on the private log, but not on the public one, and then the sent notification is still sending the information about the public log, whoever since it is empty, the variable itself is displayed, instead of being replaced with a null value.
Can you share your notification configuration ? Both trigger and action ?
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Description: Person mentioned on Ticket
Contexts: Console, Portal
Target class: Ticket
Filter: SELECT Ticket WHERE operational_status != 'closed'
Mentioned filter: SELECT Person AS p WHERE p.org_id = :this->org_id
Triggered action:
Name: Email mentioned person
Status: In production
From (email): $current_contact->email$
To: SELECT Person WHERE id = :mentioned->id
Subject: You have been mentioned in "$this->friendlyname$"
Body: Hello $mentioned->first_name$,
You have been mentioned by $current_contact->friendlyname$ in $this->hyperlink()$
importance: normal
Thank you
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
I have the mail to ticket feature working with iTop 3.0.2, but I don't know how to trigger the Person mentioned on Ticket notification. Could you please help me?
In configuration I have:
'mentions.allowed_classes' => array('@' => 'Person', '?' => 'User'),
I would like to send email to create tickets (this works) and to notify to certain users using for example, @username or @First Name or @Last Name, or @First Name Last Name, pero none works for me. Only the ticket creation mail is sent.
I'm trying with the Person mentioned on Ticket example included in the install demo of itop but it doesn't work for me.
Trigger
Description: Person mentioned on Ticket
Contexts: Console, Portal
Target class: Ticket
Filter: SELECT Ticket WHERE operational_status != 'closed'
Mentioned filter: SELECT Person AS p WHERE p.org_id = :this->org_id
Triggered action:
Name: Email mentioned person
Status: In production
From (email): $current_contact->email$
To: SELECT Person WHERE id = :mentioned->id
Subject: You have been mentioned in "$this->friendlyname$"
Body: Hello $mentioned->first_name$,
You have been mentioned by $current_contact->friendlyname$ in $this->hyperlink()$
importance: normal
Thank you
Hello,
Mail to Ticket extension allows to create ticket by reading a mailbox.
You are referring to user mentions, which is another thing : it's a new functionality added in iTop 3.0.0. It's actually a new type of the existing notification system.
To learn more about them, take a look here : https://www.itophub.io/wiki/page?id=3_0_0:release:3_0_whats_new#mention_user
Thank you very much. It's working now. I included this in the custom body message to send:
Hi $mentioned->first_name$,
You has been mentioned by $current_contact->friendlyname$ in $this->hyperlink()$
Last message in public log:
$this->head_html(public_log)$
Last message in privatelog:
$this->head_html(private_log)$
Thanks for the feedback !
Thanks for sharing, Pablo!
How do you handle the case where either the public or the private log are empty? It seems that the variable will not be converted to a null value?
And also, are you getting a "TEST () - Errors: Some recipients were invalid." in the notification log? I do, and I am only specifying one recipient, which is weird...
Have a lovely day!
Hello,
We were talking about the on mention trigger : the mentions are contained in caselog. What use case did you had in mind ?
You should open a dedicated thread on this topic ?
The invalid recipients error message is solved. I was missing a recipient for the test notifications.
For the public/private log being empty, my use case the one where you may have comments on the private log, but not on the public one, and then the sent notification is still sending the information about the public log, whoever since it is empty, the variable itself is displayed, instead of being replaced with a null value.
Hello,
Can you share your notification configuration ? Both trigger and action ?
Hello,
I have same problem, can you help me plzz
In configuration I have:
'mentions.allowed_classes' => array('@' => 'Person', '?' => 'User'),
Trigger
Description: Person mentioned on Ticket
Contexts: Console, Portal
Target class: Ticket
Filter: SELECT Ticket WHERE operational_status != 'closed'
Mentioned filter: SELECT Person AS p WHERE p.org_id = :this->org_id
Triggered action:
Name: Email mentioned person
Status: In production
From (email): $current_contact->email$
To: SELECT Person WHERE id = :mentioned->id
Subject: You have been mentioned in "$this->friendlyname$"
Body: Hello $mentioned->first_name$,
You have been mentioned by $current_contact->friendlyname$ in $this->hyperlink()$
importance: normal
Thank you