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Did you get stuck with your task? Do you need help using SuperOffice CRM? Did you find a creative workaround for a task you couldn't accomplish? This is the place to post questions, share tips and workarounds and help others.
All conversations (185)
Answered
Email-Filter sometimes didn't stopp the Tickets-Loops
Hi, We have set up Regex in two Email-Filter in our CS to check in Email-header, Both should block the Auto-Reply Emails from our Partners especially which Sender-Adress is also from a ticketsystem with Auto-Reply: Filter with pro 1: From: .*(csc@support.skaylink.com|sender address 2|sender address 3).* Filter with prio 2: (Auto-Submitted:\s*.*auto-generated.*|X-Auto-Response-Suppress:\s*.*(?:DR|RN|OOF|AutoReply).*)(?!.*from:\s*.*@melchers\.suocrm\.eu) In Filter with prio 1, we list all Sender Adresses which has Auto-Reply. In Filter with prio 2, we list typicall Features of an Auto-Reply in its Email-Header, only the frist Auto-Reply from our SO Mailgun @melchers.suocrm.eu should be going out. The Target is, to block Auto-Reply from Sender and avoid endless Tickets-Loops in our Ticketsystem. In the most time it works, only the first User Requests from Partner Ticketsystem will be created Ticket in our Ticketsystem. But there were still some times it raised up the Loops, the new Tickets were repeated created more time in each minutes. I have merged all looped Tickets in one Ticket. Below is all Tickets from this Sender Address ' csc@support.skaylink.com' and watched the numer of Messages, it was so much Tickets separated created in the Loops till we found the Issues and stopped the Loops. The Created Time (German Time) is the Time as the Loops started.Here you see the most time it works, but in these 4 red-marked cases it raised up the Loops. I have checked the Email-Header of the first User-Request and all flowing Auto-Replies, they have the same Features in Email-Header which the first Auto-reply should be coved by our both Email-Filter: The Qustions is, why it works in the most time, sometimes didn't work? Does the Email-Filter work in all 24h? We have asked our SuperOffice local Support Teams, but as said, this matter extends beyond the scope of their support capabilities, and suggest me to post here in technical forum. This is small Issues but once happed, our User can no more work in our Ticketsystem. Many Thanks for your Helps. -Jianchun
Jianchun You
Ämne:
Service management
Senaste svar
Hi Samuel, We have stopped Tickets-Loops on Time as it happened on Nov. 28th and merged all 275 looped Tickets in one Ticket. This Issues was by our cust20815 only on Nov. 28th i guess caused by our Email-Filter that didn't work. before this date everything ran well. And after Issues on Dec. 1th I have tested with our Partner Ticketsystem Skaylink Support who's Auto-Reply caused this Tickets-Loops, we sent Emails and Replies to the Ticketsystem each other, and there was no new Tickets-Loops. On 28th Nov. I got also 33 Email Notification from noreply@statuspage.io about Issues in Mailgun. My Question is, was that Issues in Mailgun sth. to do with the Tickets-Loops on Nov. 28th, that our Email-Filter didn't work, and how to avoid this in the Feature? Since Once the Loops happened, the Ticketsystem runs so well as it was paralyzing and all our User cannot live work on Ticketsystem to check and send Feedbacks to our Customers. the Email-Filter should keep working. Thanks a lot!
by Jianchun You
Answered
Mass change project numbers
How can I mass change project numbers, add text to existing project numbers, eg: 12456 --> big.pro.12456
TØ
Terje Ørnes
Ämne:
Core CRM features
Senaste svar
Thanks, especially for the Regex command/string :-)
TØ
by Terje Ørnes
Answered
Global preference changed after update to 11.3
Hi, After my demo tenant was updated from 11.2->11.3 I've noticed that the global preference "Enable editing of messages" is set to No. Is this a bug or an intentional change?
Thomas Roesen
Ämne:
Service management
Senaste svar
We have now tried with multiple tenants, 10+, to reproduce this behaviour but in all our tests where the preference was set to "Yes" in 11.2 and then upgraded to 11.3, the preference was still set to "Yes". By default this value is always No.
by Mikael Månsson
Answered
Form results Onknown
I have used forms for registration to an event. The first are handeled but since yesterday it sais unknown. Despite that they have entered all the required details and I have the settings "Handle all submissions automatically. Create new contact if no match is found." In my other event ther´s only one registration that isn´t handled, the ones before and after is. With the same settings. I also receved feed back that the ones that are not handeled didn't get a confirmation. Please help.
SM
Sofia Martin
Ämne:
Marketing management
Senaste svar
Hi, do you have any scripts being run in the "Actions" part of the forms? You could report this to support, then they could possible see if there's any error messages in the logs that could explain the behaviour.
by Simen Mostuen Iversen
Answered
Sale Stage and Multi Language
Hi, I am using the SALE archive provider to get sale information, this uses the SO-Language header to allow muli-language. When specifying, NO for instance, the sale stage is correctly returned: However, if I specify US, I get the following: How do I get the default English 'Sold' returned, I tried to enter Sold in the Label substituion, but this didn't work. Cheers Rich
Richard Hacker
Ämne:
Core CRM features
Senaste svar
Hi Tony, Many thanks for clarifying, I've tested and it is all working as expected. Cheers Rich
by Richard Hacker
Answered
Trigger for making in mandatory to add a project member to a new project
I’m trying to create a trigger that checks that there is at least one project member linked to a project before the project can be saved, but I’m having trouble with this. Does anyone have any input? Grateful for any help. // Peter
PW
Peter Westin
Ämne:
Core CRM features
Senaste svar
Hello Simen, sounds good! Is there any possiblity for me to see what you have created?
PW
by Peter Westin
Answered
email.send()
Hi, in my debugger i have email.send() : "-1" How can i catch this in ejscript ? Thanks for your help Fabrice
FR
Fabrice Reithinger
Ämne:
Service management
Senaste svar
Hi Frode, the Problem is i have my own custompage with custom formular as ejscript The user must be give an Email. I sent the notification. All is ok but when the domain are not know. example: toto@toto.de the send Method give -1 at result in the debugger. But the send() give void. The Problem is then that the content from the mail are showing of my page and not the rest of my code. The question is how can i know that the mail are be sending and go to the rest of my code. Thanks
FR
by Fabrice Reithinger
Answered
email.send() to Email that not exist
Hi, I have a question. I send an email Void sendNotification(Integer customerId, String emailFor, Integer replyTemplateId) { // Load customer Customer customer; customer.load(customerId); Integer customerLanguage = customer.getValue("language").toInteger(); // Load reply template ReplyTemplate rt; rt.load(replyTemplateId); String subject = rt.getSubject(customerLanguage); String bodyPlain = rt.getPlainBody(customerLanguage); String bodyHtml = rt.getHtmlBody(customerLanguage); // Parse templates with customer and ticket Parser parser = getParser(); customer.toParser(parser); subject = parser.parseString(subject); bodyPlain = parser.parseString(bodyPlain); bodyHtml = parser.parseString(bodyHtml); // Send email Email email; email.setValue("from","ticketsystem@akgsoftware.de"); email.setValue("to", emailFor); email.setValue("subject", subject); if (bodyPlain != "") { email.setValue("body", bodyPlain); } if (bodyHtml != "") { email.setValue("bodyHtml", bodyHtml); } email.s email.send(); } In the fall where the emailadresse not exist, i'm in the customerservice, the content from the email will be show in my html page. Are this normal ? Have you got any idea? Thanks Fabrice
FR
Fabrice Reithinger
Ämne:
Service management
Senaste svar
Hi Frode, the Problem is i have my own custompage with custom formular as ejscript The user must be give an Email. I sent the notification. All is ok but when the domain are not know. example: toto@toto.de the send Method give -1 at result in the debugger. But the send() give void. The Problem is then that the content from the mail are showing of my page and not the rest of my code. The question is how can i know that the mail are be sending and go to the rest of my code. Thanks
FR
by Fabrice Reithinger
Answered
Button for using templates has been moved?
Hello. We discovered today that our button for opening stored templates has been moved from the mail window and to a sidepanel on the right side of the screen. We have also noted that for new requests (mail) it is not possible to use the feature at all. This affects us quite much with thousands of emails beeing sent every day with our own premade templates. As we have made some setup ourself, im not sure if this affects all, or just us. How can we move it back to as we had it before as this makes answering emails less effective?
DF
Daniel Fredriksen
Ämne:
Core CRM features
Senaste svar
Thanks for the feedback Samuel :) Sounds promising, and looking forward to see it in action. Good summer to you too
DF
by Daniel Fredriksen
Answered
Relations - possebility to pull out report on companies that has a certain relations type
Hi, We are using Relations to control third-party companies that are delivering services to our customers. Is there a way to get a report on all companies with a particular type of relation?
BL
Bjørn Lindebrekke
Ämne:
Core CRM features
Senaste svar
Hi Bjørn, I will make a new request and give you feedback 👍
by Øivind Urdal