Support Forum

[naresh]

Hello Maxim,

I am trying out TrackStudio 2.8. It looks very nice. I have a few questions though. As you know, we are trying to use TrackStudio as a support portal.

*) Can you tell me how TrackStudio can read emails sent to our support account and update the task? For example, suppose a user opens a new issue (task) and sends an email to our support email id. How can we get TrackStudio to automatically read that email and update the right task? Right now all we need to do is add notes (messages) to a task.

*) I want certain users only to be able to create a new task. How can I set permissions that way? I created a new type of user called "customer" and set appropriate permissions, but all that user can create is the category "projects". How do I set permissions on that user to only be able to create the category "task" or "question"?

Regards,
Naresh.

[admin]

I am trying out TrackStudio 2.8. It looks very nice. I have a few questions though. As you know, we are trying to use TrackStudio as a support portal.

*) Can you tell me how TrackStudio can read emails sent to our support account and update the task? For example, suppose a user opens a new issue (task) and sends an email to our support email id. How can we get TrackStudio to automatically read that email and update the right task? Right now all we need to do is add notes (messages) to a task.

Yes, it can, but this feature has been broken in alpha version. Generally, you should write email to the "email submission" mailbox from known (registered in system) e-mail and include task number (#) somewhere in it like.

Subject: Task #5
Body: Your message body.

Message should be added with default message type and should not change resolution/priority/etc.

Also you can configure that TrackStudio should create new task when it receive messages from known email, but without task id. Please check out Task->E-mail import, this should be work fine in alpha version.

*) I want certain users only to be able to create a new task. How can I set permissions that way? I created a new type of user called "customer" and set appropriate permissions, but all that user can create is the category "projects". How do I set permissions on that user to only be able to create the category "task" or "question"?

What exactly you set up ?
Please refer Workflow->Edit category. You should define what "customer" can do. Also you should add "customer" to the workflow processing rules (Transition tab). Also ensure that task or bug are allowed subcategories for project

[naresh]

Hi Maxim,

Thanks for your reply. Can you please post a message when the email-update feature gets fixed? Also, don't worry about my second question. It took me a while but i eventually got a hang of it.

Regards,
Naresh.

[admin]

Thanks for your reply. Can you please post a message when the email-update feature gets fixed?

OK, It should be early next week. Actually, we already done it, but we plan implement some important improvements before we release beta version.

[naresh]

Hi Maxim,

I was wondering on how to assign a workflow to a project. I just finished creating a new workflow and I want to have a project that uses that workflow. How do i go about doing this?

Regards,
Naresh.

[naresh]

One more thing i wanted to ask you. I just took a look at the notification email and it contains a lot of stuff that i don't want the users to see. I just want the email to contain the text that I updated in the task along with the status of the task. Is it possible to filter the fields that get passed into the email?

Regards,
Naresh.

[naresh]

okay. I have a few more questions.

I think we had talked about this a long time back. We plan to use TrackStudio as a support system. Our customer would be entering support incidents through email. We talked about TrackStudio being able to detect if the sender was an existing user and add a new issue to the sender's task list. Is this possible? Also, the email ids that TrackStudio doesn't recognize should be forwarded to us. We should be able to create the new user profile using a specially formatted email sent to TrackStudio. Is this also possible?

Regards,
Naresh.

[mvasenkov]

Hi Maxim,

I was wondering on how to assign a workflow to a project. I just finished creating a new workflow and I want to have a project that uses that workflow. How do i go about doing this?

Regards,
Naresh.

You should create a category ('my project', for example), and assing your workflow to this new category. So, all issues with this category will use that workflow.

[admin]

One more thing i wanted to ask you. I just took a look at the notification email and it contains a lot of stuff that i don't want the users to see. I just want the email to contain the text that I updated in the task along with the status of the task. Is it possible to filter the fields that get passed into the email?

No, you can't do it out-of-the box, we'll implement email templates in next version, I hope.

But you can edit TextMsgFormat.java and comment out some fields, its quite easy with source:

Code: Select all

            if (flthm.hasListValue(flthm.USE, flthm.CATEGORY)) {
                text.append(getSpace(I18n.getString(user, "TaskListViewHTML.java.CATEGORY"))+prs1.getCategory().getName()+RN);
            }

            if (flthm.hasListValue(flthm.USE, flthm.STATUS)) {
                text.append(getSpace(I18n.getString(user, "TaskListViewHTML.java.STATUS"))+prs1.getStatus().getName()+RN);
            }


[admin]

okay. I have a few more questions.

I think we had talked about this a long time back. We plan to use TrackStudio as a support system. Our customer would be entering support incidents through email. We talked about TrackStudio being able to detect if the sender was an existing user and add a new issue to the sender's task list. Is this possible?

Yes, I remember our discussion. TrackStudio is able to detect if sender was an existing user and add a new issue to the project that you specify.

Also, the email ids that TrackStudio doesn't recognize should be forwarded to us.

Currently, unrecognized mails simple stay in queue, but we'll implement forwarding in beta version.

We should be able to create the new user profile using a specially formatted email sent to TrackStudio. Is this also possible?

Actually, we was implement it, but remove it later. When you create new user you should define many properties for them:
parent user
name
login
passoword
email
email notification type
define allowed projects
define email notification rules
...

So after we implement it - we understand that its very difficult to create users by email, because its difficult to set all required fields to proper values. Also we try to implement form that allow to select some defaults - it was also very comprehensive. We try to use it and remove it, because it was totally unusable