The CT Mail module was recently removed from Case Tracker, with the intention that it will be replaced with a new module to integrate with the Notifications and Messaging Suite. The high level target here is that we need to be able to send messages on ticket updates that contain case specific information to appropriate users. Optionally we should also be able to accept email responses to these updates.

From a technical perspective there are a few things that we need to hit:

  1. Leverage Notifications & Messaging
  2. Leverage Token & existing tokens
  3. Leverage Mailhandler for incoming messages
  4. Get needed tokens into casetracker.module
  5. CT_Notif implements a new notification type: "Cases assigned to user"
  6. Avoid implementing a Custom UI if possible
  7. Implement hook_mailhandler to protect/change case states

Let's use this issue to collaborate around the larger issue here and get something basic together that is committable to CVS as `casetracker_notifications`. For patches that touch existing parts of Case Tracker let's open additional tickets.

This list came from an IRC discussion on #open_atrium with nvahalik, ianward and myself and is completely open for discussion.

CommentFileSizeAuthor
#8 802182-8-case-comment-changes-token.patch9.51 KBbasvredeling
#7 802182-7-case-comment-changes-token.patch3.75 KBbasvredeling
#6 802182-6-case-comment-changes-token.patch3.57 KBbasvredeling

Comments

nvahalik’s picture

nvahalik commented

Subscribing.

skessler’s picture

skessler
He/Him
Location Denver
commented

subscribe. - I am available to help with documentation.

dagmar’s picture

dagmar
Primary language Spanish
Location Argentina
commented

I have created a different issue for Item 5: #805884: Casetracker Nofitications submodule

nvahalik’s picture

nvahalik commented

As far as tokens go, the module already defines these 5:

  1. Case status
  2. Case type
  3. Priority
  4. Assign to UID
  5. Assign to Name

So if a comment changes the status, you can show that what the status is now but you don't know what it changed from.

Would it be better to implement tokens that show up for comments that allow you to access the old values of the status, priority, type, etc? Or what if tokens were created that had something to the effect of:

"<attribute>: Old Value → New Value" if <attribute> changes? It could be blank if there is no change so that notification that goes out has what the comments have now.

Another way would be to simply have a token and/or a message part that could display this inside the message. Not sure what the most effective way to handle this is inside of of the N&M frameworks. By adding a message part and having the module generate that itself it would negate the need to really add any more tokens. Thoughts?

budda’s picture

budda
Primary language English
Location Cheshire
commented

Also a token for the project associated with the ticket, case ID too.

basvredeling’s picture

basvredeling
Primary language Dutch
Location Amsterdam
commented
StatusFileSize
new 802182-6-case-comment-changes-token.patch3.57 KB

I created a small patch so the casetracker changes by comment are available as a new token. This token could be set in a messaging template as suggestion in #4 by nvahalik. I'm using this in an open atrium instance currently. Could you folks double check this?

basvredeling’s picture

basvredeling
Primary language Dutch
Location Amsterdam
commented
StatusFileSize
new 802182-7-case-comment-changes-token.patch3.75 KB

I attached the incorrect patch. This is the correct one.

FYI: the layout uses a theme function... it will only show correctly in plain text emails if you override: theme_casetracker_comment_changes().

basvredeling’s picture

basvredeling
Primary language Dutch
Location Amsterdam
commented
Status: Active » Needs review
StatusFileSize
new 802182-8-case-comment-changes-token.patch9.51 KB

Okay, this is the last comment for now. I've taken all data generation logic out of the current theme function: theme_casetracker_comment_changes().
Now there is an extra theme function theme_casetracker_comment_changes_plain().
The token output uses the latter, the comment output uses the former.
This should work for most plain text email situations and it only required a minor change to create the correct output for html email.

metzlerd’s picture

metzlerd commented
Issue summary: View changes

Working on the issue queue. This is three years old, and I'm wondering where this was left. I'm working on rules integration to facilitate a more flexible approach, but haven't factored in everything that is touched on in this module. Thoughts on whether this is still relevant?

basvredeling’s picture

basvredeling
Primary language Dutch
Location Amsterdam
commented

wow, uhmm. This is D6, so not really relevant any more. I'd prefer a rules based solution anyway. Thanks for cleaning stuff up!

metzlerd’s picture

metzlerd commented
Status: Needs review » Closed (won't fix)

Thanks.