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  • CiviCRM Community Forums (archive) »
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  • CiviCRM Ticketing System / CiviMail Email-To-Case
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Author Topic: CiviCRM Ticketing System / CiviMail Email-To-Case  (Read 914 times)

OverlordSquishy

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CiviCRM Ticketing System / CiviMail Email-To-Case
July 27, 2014, 09:19:29 am
Hey folks,

I've been tasked with implementing a ticketing system for our organization. Since, we already use CiviCRM, I'm thinking CiviCase would be ideal for tracking/managing our tickets.

Our directer has asked that email we get gets turned into a ticket. I interpret this as each email becoming a new case (except emails RE a specific case, which should then be an activity within that case.)

I Googled around for a little while, looking for maybe an extension that accomplishes this already. When I didn't find one, I looked instead into going about creating my own CiviCRM extension. I can't find any information about extending CiviMail to do this.

So, my question is this:
Is it possible to extend a CiviCRM mail account to be used for Email-to-Case processing?

If not, I'm certain I can use Drupal Feeds to do something like this. But, I'd like the extension to be native to Civi, if possible.

Tips about how I might go about this, or "gotchas" would not be unwelcome.

Thanks for any assistance!

Michael McAndrew

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Re: CiviCRM Ticketing System / CiviMail Email-To-Case
July 28, 2014, 06:51:32 am
Hey there,

Not a definitlve answer here, but hopefully some pointers in the right direction.

Did your googling get you to http://drupal.demo.civicrm.org/civicrm/admin/job?reset=1 and the following job

Quote
Process Inbound Emails (Hourly)
Inserts activity for a contact or a case by retrieving inbound emails from a mail directory
API Entity: job
API Action: fetch_activities

See https://github.com/civicrm/civicrm-core/blob/master/api/v3/Job.php#L379

Might be worth talking to some people with experience with CiviCase in this context.  https://civicrm.org/casestudy/node/1390 Brian LCD web and the NYSS *might* be able to point you some more.
« Last Edit: July 28, 2014, 07:31:57 am by Michael McAndrew »
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OverlordSquishy

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Re: CiviCRM Ticketing System / CiviMail Email-To-Case
July 28, 2014, 10:35:56 am
Hey Michael,

I hadn't considered using jobs. I'll have to spend some time looking into how to implement custom jobs.

For the time being, I've decided to pursue the Feeds option. I need something to demo for Wednesday and I'm sure that I can put together a Feeds-based demo by then.

That said, first thing I'm doing after that demo is researching the Jobs API. I think much of the code I have to write should be usable for either option.

So, thanks for the pointer!

mathieu

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Re: CiviCRM Ticketing System / CiviMail Email-To-Case
July 28, 2014, 11:45:19 am
Xavier had developed an extension prototype "helpdesk" that might have some useful bits in it, might be worth contacting him:
https://forum.civicrm.org/index.php?topic=30312.0

From what I interpret of a quick look at the code, it mostly:

1- hook in activity creation (hook_civicrm_pre) so that the activity_type is "helpdesk activity" and the status is "planned". In other words, you might want to write your own hook_civicrm_pre() that would implement your workflow, such as checking if the user already has a Case, if not, create a new case.
2- provides a page showing all new activities, and a quick way to reply or assign the activity it to someone else.

Also, (part of CiviCRM core) when using CiviCase, you can convert an activity to a new Case, or add the activity to an existing case.
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itstrategic001

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Re: CiviCRM Ticketing System / CiviMail Email-To-Case
June 07, 2015, 04:13:23 am
Hi all,

I'm new here, I note this topic hasn't seen any action since last year but I'm looking at implementing a CiviCRM deployment for a NFP in Melbourne Aus via Bitnami's GCP container. I've also been looking, exhaustively, for help desk software that integrates with Google Apps and Civi and have come across this post. The jobs thing intrigues me, I've also looked at the helpdesk plugin for Civi but it doesn't look like it's seen much development lately.

I was wondering if there was an update on this from OverlordSquishy on the outcome of their research and demonstration? Or anyone else's comments on their experiences with similar requirements.

Cheers.
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