Link a Project from Sales & Marketing to a request in CS?

How do I link a Project from Sales & Marketing to a request in Customer Service, as an end user (superuser). No scripts. Is it documentet somewhere?

You need 7.1 to do this. Then you can add an extra field to request of type "Project relation". This allows you to connect a request to a project by choosing a project when you edit the request. You can then also add a webpanel to S&M which lists the requests for the current project. The URL to the webpanel should be:

.../ticket.exe?action=listTableEntries&table=ticket&field.0=ticket.x_project&value.0=<prid>&login_secret=<usec>

(Replace x_project with whatever you name your extra field).

Sverre

By: Sverre Hjelm 17 Feb 2012

I'm trying to do the same with follow ups.

I have created the table "x_appointment", a follow up relation and a web panel in "follow-ups"

The web panel works fine, but the list is empty.

I can't find the correct template variable. I have tried <apid> but this is different from <prid> (project id) and <doid> (document id).

Is this possible?

By: Terje Nøstdahl 17 Feb 2016

It should work fine as Sverre has said. Make sure you use a Project Relationship datatype and not an integer.

Here is a sequence of steps to set it up. Should take about 10 minutes.

1. Add field to the REQUEST table

2. Make the field type PROJECT RELATIONSHIP

3. Restart NETSERVER

4. Add a Project to a ticket (find a ticket and go to Extra Fields and add the Project by start typing the project name)

5. Go to the admin client and enter a new web panel with the URL. Remember to add YOUR CS host name in front. E.g. for Online customers:
https://online.superoffice.com/custxxxxx/CS/scripts/ticket.exe?action=listTableEntries&table=ticket&field.0=ticket.x_project&value.0=<prid>&login_se­cret=<usec> 

(BTW: <prid> is the correct template variable

6. Go and see it in the CRM client, e.g. under the Project Screen Section tab

That should do the trick!

 

 

 

By: Stein Ove Sektnan 17 Feb 2016

I know, but I am trying to to the same with follow ups.

Let's say I am a consultant. I have booked a technical upgrade but I want to link the appointment to a request in Service with details (info, screenshots etc).... I have linked the request to this appointment but I can't see it because I'm not able link the ticket to the appointment ID (using the URL).

I can't find the uniqe ID for appointment. The list is blank.

 

follow-up

By: Terje Nøstdahl 17 Feb 2016

That seems like a reverse relationship to me.

With one Appointment having many Tickets you can use the Appointment Relationship in one extra field on the ticket.

But that does not give you the option of many appointments linked to a ticket, then you need the ticket ID added to your appointment info, possibly as a UDEF. Seems messy.

If it is a one to one relationship you could create a screen in CS with the relevant info and run it as a web panel in the appointment dialog. But then you will need a CS/Service license for all the users.

By: Stein Ove Sektnan 17 Feb 2016

I just checked and tried in my test environment, Terje, and while I assumed it was <apid> and you had just done something wrong, I checked the network traffic when it didn't work and saw that it parsed <apid> to 4 instead of 5 as I would expect (the ID of the appointment in the database). Not entirely sure where it got 4 from, but I'll check that tomorrow.

I got it working using <baid> instead :)

By: Hans Wilhelmsen 17 Feb 2016

Ehm.. it seems to me this could be added in the same way we have implemented 2-way activity links.
(Shouldn't be too hard to add to our Win code - perhaps you should register a wish?)
Anyway, we use the relation table for this.

Most fields should be obvious from their context.
The only tricky one is the reldef_id.
Given a source and destination tableId, we look up the correct reldef from the relationtarget table.

My knowledge of CS = 0, so this may be totaly off topic. My point is that if you were to be able to get this into the relation table in the correct way, then your links would appear in our gui if we ever decided to add 2-way links to tickets.
(I reckon this would take max one day to add and test...)
/conrad

By: Conrad Weyns 17 Feb 2016

Thanks for the quick reply guys! I really appreciate it!

The <baid> worked Hans! Thank you! I couldn't find this template variable because I was looking in an old document.

Help - Help in Settings and Maintenance seems to be useful..... :)

By: Terje Nøstdahl 18 Feb 2016

Hello everyone,

We are attempting to link a Project from Sales & Marketing to a request in Customer Service and have followed the advice in this thead. We can log into CS, search for a project successfully, and then add that project to a ticket. However, when we attempt to open the CS Ticket in SuperOffice we receive an error that tells us "The address isn't valid".

The address we have in the SO Admin is: http://support.so-superoffice.com/scripts/ticket.exe?action=listTableEntries&tab­le=ticket&field.0=ticket.x_project&value.0=<prid>&login_se­cret=<usec>

The sample address used for SO Online is: https://online.superoffice.com/custxxxxx/CS/scripts/ticket.exe?action=listTableEntries&tab­le=ticket&field.0=ticket.x_project&value.0=<prid>&login_se­cret=<usec>

Looking at the sample address I see "custxxxxx/CS/" is not in our address. Is this something every address should have or is this simply a matter of some added subdirectories and the way CS was installed for the online version?

Looking at our file structure in IIS everything seems correct. Is there anything specific we should keep in mind or look into further to correct this issue?

Thank you,

Brian

By: Brian Huelsman 29 Sep 2016

Hi Brian

The customer number and /CS is for Online customers only.

You could try to change the last part of the URL from

&login_se­cret=<usec> to

&preview_secret=<usec> like this:

cs.xxxx.no/scripts/ticket.fcgi?action=listTableEntries&table=ticket&field.0=ticket.x_prosjekt&value.0=<prid>&preview_secret=<usec>

Note that in version 8 SR1 and SR3 you will be prompted with a message after 10 seconds saying:

"You seem to have been logged out. You can login in another browser window to continue working here."

If you have a ticket open when the message appears nothing happens. When you close the ticket you can click OK and the ticket list is still there.

This is reported here:

https://community.superoffice.com/en/Issue-Center/Product-Issue/?bid=46494

By: Terje Nøstdahl 30 Sep 2016

Hi Terje,

Thank you for the reply. We are revisitng this issue again due to some customer interest. I changed the address to:

http://support.so-superoffice.com/scripts/ticket.exe?action=listTableEntries&tab­le=ticket&field.0=ticket.x_project&value.0=<prid>&preview_secret=<usec>

This seems to match what you had suggested earlier but the same error message informing me "the address isn't valid" is still appearing. Is there an option to turn on debugging for Customer Service that may tell me more? Or perhaps another suggestion that I can try to move this forward?

Thank you again for your help!

By: Brian Huelsman 17 Nov 2016

Hi Brian

Have you used the same table names in your database?

x_project ?

By: Terje Nøstdahl 17 Nov 2016

I am revisiting/posting this now that 9 has arrived.

I believe that the functionality here would be relevant for quite a few customers of SO, particularly in industries selling capital equipment/machines.

In short: a panel on project card in S&M showing the history of service on the machine (independent of who it was with).

So, what has changed/need to be considered for a setup, both for online, and on-premise ?

What have I done wrong here ?  and, can a proper write up be developed ?

Created a field in CS tables:

 

Field shows up on properties page:

 

In Gui under sales and marketing:

https://online2.superoffice.com/Custxxx/CS//scripts/ticket.fcgi?_sf=0&action=listTableEntries&table=ticket&field.0=ticket.x_projektc&value.0=<prid>&login_secret=<usec>

This fails: it creates a blank page, but, not a column view.  What Is off ?

Also: what, if any, should be changed, apart from location,  if this would be an on-premise ?

thank you.

 

 

 

 

 

 

 

 

 

 

 

 

 

By: Eirik Simonsen 8 Sep 2020

Hi Eirik,

It is important to remember to use same field name as in your solution.

It is also better to utilize templatevariable for Service URL, as you do not know if it might be moved to other server in online. 

Try to change it to:

<csbu>?action=listTableEntries&table=ticket&field.0=ticket.x_pnam&value.0=<prid>&login_secret=<usec>

 

By: Michel Krohn-Dale 9 Sep 2020

My two cents to this topic.

We have an FAQ that might help you ->
http://cs.superoffice.com/scripts/customer.fcgi?_sf=0&custSessionKey=&customerLang=en&noCookies=true&action=viewKbEntry&id=113564

There is a slight difference between URLs in FAQ and the Michel's example. It is preview_secret and login_secret


You can find information about them in this forum post -> 
https://community.superoffice.com/en/technical/Forum/rooms/topic/superoffice-product-group/customer-service/showing-a-custom-table-without-a-service-license-in-crm-seems-broken/

By: Donatas Sasnauskas 9 Sep 2020

I do not think you should need the the login secret part at the end anymore. The login for Sales and Service are now unified, meaning that when you log into Sales, you are also logged in to Service. 

I tried your example, without the secret part at the end, and logged in with a Sales user plan, and it would still list and open the requests.

By: Stian Andre Olsen 9 Sep 2020