aC forum: Assigning a Ticket Using Incoming Mail Module

Post #10 by gzlatin

gzlatin — Mon, 13 Sep 2010 16:38:57 CDT

Hi tekt,

I looked into your idea further and it actually doesn't work out too well for us. We can't change who the project leader is for each project because we have other customized features tied to that person and basically it would mess things up.

I think it might be easier for us to just use the unassigned projects filter to find projects that need to be assigned and completed.

Post #9 by Nathan S.

Nathan S. — Mon, 13 Sep 2010 16:00:27 CDT

@gzlatin - How did things work out for you? I'd love to hear your feedback... did you find this solution worked for what you needed?

Post #8 by Nathan S.

Nathan S. — Tue, 07 Sep 2010 10:26:42 CDT

No problem at all, my apologies --- if you are the ticket creator you wont get notification if you're also the project leader, I forgot to mention that detail. So if you're sending in incoming tickets for yourself --- it's best to use a notify email concept similar to what I mention in 2. above.

Hope that helps! Sorry for not mentioning that earlier... if someone else sends something into that project you will definitely get a notification (if you're scheduled tasks are setup)

Post #7 by Ilija Studen

Ilija Studen — Tue, 07 Sep 2010 10:22:31 CDT

Hello,

Notification is not sent because the person who you expect to receive the notification is the person who executes the action. Notification in that particular case is redundant (system is notifying you about something that you did), so activeCollab does not send it.

Mor info on when notifications are sent can be found in this article.

Post #6 by gzlatin

gzlatin — Tue, 07 Sep 2010 09:57:46 CDT

Thanks for the clarification tekt.

I set myself up as the leader of a project and emailed in a new ticket but I'm not getting an automated email saying that the new ticket was created. The ticket is getting created in AC but there's no email. Any ideas on what could be wrong? I checked my junk mail and didn't find the email in there either.

Post #5 by Nathan S.

Nathan S. — Fri, 03 Sep 2010 23:16:41 CDT

No problem at all, sorry I missed a few details with that... the project leader should get an email automatically when a new ticket is created by the incoming mail module.

And the reason for the multiple email addresses... you'll need an inbox for the incoming mail feature to parse incoming mail and create tickets for each key person you want to assign tickets to automatically. As far as only one person being assigned at the leader, the work around would be to create a forwarding address that forwards to everyone you want to be notified and make a user with that address so it notifies everyone.

I hope that makes sense, if not feel free to send me a message I'll try to explain better.

Post #4 by gzlatin

gzlatin — Fri, 03 Sep 2010 15:31:03 CDT

Hi Tekt,

Thanks so much for the advice. Just to clarify a few things...does the leader of the project automatically get an email when a new ticket is emailed into the incoming mail email address or does that need to be set up?

You mentioned setting up multiple incoming mail boxes for key people...why would we need multiple email addresses for each project if only one person can be assigned as the leader of that project?

Post #3 by Nathan S.

Nathan S. — Wed, 01 Sep 2010 20:09:29 CDT

@gzlatin -- I agree it would be helpful to be able to automatically assign someone to the ticket while sending it in via the incoming mail module, unfortunately although that's not available there are some workarounds that might make this functional for you.

1. Setup multiple incoming mail boxes for key people you want to assign and setup that person as the leader of that project. This way they will be notified of the ticket when it comes in and they can take responsibility for assigning themselves to the ticket when they view it and they will be subscribed if any updates happen to it.

2. If you'd like to be notified as well when the email has been processed and the ticket has been setup... setup a forwarding email address that copies both you and the key person and make that email address a user in the system for example - notify-jim@yourdomain.com and that will send a notification to both of you when the ticket is added. And either of you can click in and handle other assignments.

I realize these are workarounds, but once you've set them up once --- you're good to go.

We've set this up for some of our clients trying to improve their workflow and it's been well received --- ideally if the key people are aware the ticket has been added, then the assignments from there can either be handled when you are back at a computer or when they receive it etc... also a great way for managers to get the notifications and assign the correct team members.

Hopefully we'll see some improvements to the incoming mail features in the future but in the meantime I think you'll find these ideas helpful --- I'm looking at ways to improve the Incoming Mail features and may release a 3rd party module in the future based on some ideas we have as well.

Hope that helps for now

Post #2 by Ilija Studen

Ilija Studen — Wed, 01 Sep 2010 16:51:44 CDT

Hello,

It is not possible to assign tickets created via incoming mail - they will always be created without assignee set. If you wish to set assignee, you should edit a ticket and set assignees on Edit Ticket form.

activeCollab tickets are fully functional without a person being assigned to them.

Post #1 by gzlatin

gzlatin — Wed, 01 Sep 2010 14:10:10 CDT

When creating a new ticket using the incoming mail module, is there anyway to assign the ticket to someone within the email? Or do I have to login to that project in AC, go to the newly created ticket, and then assign it to someone from there?

If so, I don't get the point of using the incoming mail module to create tickets since you still have to login to AC to assign it to someone.