Hello! I know the usage of variables like $this->user_id$ in the body of e-Mails very well.
But can i also use SQL / OQL Statements in the body of an e-mail-notification?
e.g. SELECT status from ...
or CASE satus = 'new' (xxxx)
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Hi,
No there isn't any solution to put OQL query placeholder in Notification, also you can provide URL to that particular OQL Search, you can also create a QueryPhrase.
It would be great if you could use notification placeholders to fill the parameters within the hardcoded url, but I am not sure that this would work also it would be nice. Of course this is assuming that the recipient has access to that class and to the console .
There isn't any possibility to put any CASE nor IF THEN ELSE statement which would modify the content of the notification. The workaround is to have different trigger/action for the different cases.
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Hi Pierre, what i like to do is the following: Situation:
- we are using the extension "mail to ticket" to create user-request automatically (cron.php)
- the agent gives his answer in the portal
- the user writes back via e-mail (e.g. Outlook)
- the problem is, that the content of the e-mail gets very very long durch the conversation ...
- ... because each answer contains the whole public log. And this grows with each email being sent.
What i would have liked to realize: IF last entry is from agent -> send the whole publiclog | if last entry is from user(caller) -> send only the head, what is equal to the last entry.
Any idea?
kind regards
ZT
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There is a simpler way, without writing any extension.
Create a TriggerOnObjectUpdate with context = 'cron', linked to a notification for the agent (last entry)
Create another TriggerOnObjectUpdate with context = 'Portal', linked to a notification for the caller (full caselog)
👍
1
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hello! I know the usage of variables like $this->user_id$ in the body of e-Mails very well.
But can i also use SQL / OQL Statements in the body of an e-mail-notification?
e.g. SELECT status from ...
or CASE satus = 'new' (xxxx)
Hi,
No there isn't any solution to put OQL query placeholder in Notification, also you can provide URL to that particular OQL Search, you can also create a QueryPhrase.
It would be great if you could use notification placeholders to fill the parameters within the hardcoded url, but I am not sure that this would work also it would be nice. Of course this is assuming that the recipient has access to that class and to the console .
There isn't any possibility to put any CASE nor IF THEN ELSE statement which would modify the content of the notification. The workaround is to have different trigger/action for the different cases.
Hello Zwettler, can you describe what you wanted to do functionnaly ? Maybe there are other way we can think of ?
Hi Pierre, what i like to do is the following:
Situation:
- we are using the extension "mail to ticket" to create user-request automatically (cron.php)
- the agent gives his answer in the portal
- the user writes back via e-mail (e.g. Outlook)
- the problem is, that the content of the e-mail gets very very long durch the conversation ...
- ... because each answer contains the whole public log. And this grows with each email being sent.
What i would have liked to realize: IF last entry is from agent -> send the whole publiclog | if last entry is from user(caller) -> send only the head, what is equal to the last entry.
Any idea?
kind regards
ZT
( ignore this, wrong thread )
Last edit: Jeffrey Bostoen 2022-07-06
There is a simpler way, without writing any extension.
Create a TriggerOnObjectUpdate with context = 'cron', linked to a notification for the agent (last entry)
Create another TriggerOnObjectUpdate with context = 'Portal', linked to a notification for the caller (full caselog)
And also you could fine tune the extension to remove the replied message content.
For example
introductory-patterns... See https://www.itophub.io/wiki/page?id=extensions:ticket-from-email#other_configuration_parameters