That seems to make sense, but I can imagine that the Buffer form would
have to mimic all the fields on the actual Notify action dialog-- things
like AR Task and Web URL would probably break since the Notify action
performed on the Buffer form would link those to the Buffer form Request
instead of the original request, right? I wouldn't even know how to
deal with the "include fields" table on the notify action...
I don't want to keep email messages around forever, either-- maybe
instead of keeping them in the Email Messages form I could use an
archive form attached to that, and eventually expire those...? Maybe I
can hijack the "Organization" field for my unique key to use for the
join? I don't think we ever would use that.
Doesn't this whole thing seem strange-- not being able to see an audit
trail for a workflow in some sort of reasonably easy-to-read (low noise)
log?
Thanks for the ideas!
Brien Dieterle
Lyle Taylor wrote:
You could add a buffer form between your application and the AR System Email
Messages form. When your users want to send a message, rather than directly
sending an e-mail, you push the info to a notification form, and that would
include the ticket number, etc. - anything needed to tie the notification back
to the ticket. Then, you have filters on the notification form that fire and
send the actual notification. That way, you log all of your notifications and
can easily tie them back to the ticket. You also don't have to keep
notifications around in the AR System Email Messages form, which will
eventually probably slow your system down if you do it for too long.
Does that make sense? Would that give you what you're looking for?
Lyle
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Brien Dieterle
Sent: Friday, September 25, 2009 10:40 AM
To: [email protected]
Subject: workflow and email logging on-form?
Hi List,
I'm trying to come up with a way for front line support to be able to
figure out exactly what has happened during a ticket's life (custom
form/workflows). I'm pretty sure we can't use any of the log files; we
need forms so it is easy to access. I think most of the data can be
captured by an Audit Form and then displayed in a table field on the
ticket itself. However, Email logs are troubling me. We want to know
exactly when and to whom, and what content was emailed regarding a
ticket. Using AR System Email Messages form (disabling auto-delete)
seems to be the likely candidate for this, however there doesn't seem to
be any linkage between those records and the original Form/Request ID.
I suppose we could include the Instance ID in the Subject or Body and
then link via that, but that seems messy. Does anyone else have any
experience building some sort of log on-form for users to see? I would
rather not create extra set-fields actions for every filter to append
data to a log-field if I can avoid it-- it just seems like a lot of
extra maintenance. If I can just create a "Logging" page field (or
view) with a bunch of table fields to the Audit form and the Email
Messages form (anything else?) I think that would be pretty nice.
Thanks for any help!
Brien Dieterle
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