Some logs: Completed 200 OK in 40ms (Views: 2.9ms | ActiveRecord: 9.3ms) I, [2017-09-12T14:39:11.331956 #7798] INFO -- : fetching imap (imap.gmail.com/[email protected] port=993,ssl=true,folder=INBOX,keep_on_server=false) I, [2017-09-12T14:39:14.381450 #7798] INFO -- : verify mode, fetch no emails #50967783246 I, [2017-09-12T14:39:14.832286 #7798] INFO -- : - verify email #50967783246 found I, [2017-09-12T14:39:15.877659 #7798] INFO -- : Completed 200 OK in 13457ms (Views: 0.5ms | ActiveRecord: 7.7ms) I, [2017-09-12T14:39:16.208863 #7798] INFO -- : Started GET "/api/v1/channels_email?_=1505207307360" for 127.0.0.1 at 2017-09-12 14:39:16 +0530 I, [2017-09-12T14:39:16.215060 #7798] INFO -- : Processing by ChannelsEmailController#index as JSON I, [2017-09-12T14:39:16.215177 #7798] INFO -- : Parameters: {"_"=>"1505207307360", "channels_email"=>{}} I, [2017-09-12T14:39:16.242467 #7798] INFO -- : Completed 200 OK in 27ms (Views: 1.9ms | ActiveRecord: 4.9ms) I, [2017-09-12T14:39:20.564939 #7798] INFO -- : Completed 200 OK in 25024ms (Views: 0.2ms | ActiveRecord: 1.5ms) I, [2017-09-12T14:39:20.571661 #7798] INFO -- : Started POST "/api/v1/message_receive" for 127.0.0.1 at 2017-09-12 14:39:20 +0530 I, [2017-09-12T14:39:20.575954 #7798] INFO -- : Processing by LongPollingController#message_receive as JSON I, [2017-09-12T14:39:20.576052 #7798] INFO -- : Parameters: {"client_id"=>"4605788166", "long_polling"=>{"client_id"=>"4605788166"}} I, [2017-09-12T14:39:34.290205 #7798] INFO -- : Started GET "/api/v1/channels_email?_=1505207307361" for 127.0.0.1 at 2017-09-12 14:39:34 +0530 I, [2017-09-12T14:39:34.294533 #7798] INFO -- : Processing by ChannelsEmailController#index as JSON I, [2017-09-12T14:39:34.294599 #7798] INFO -- : Parameters: {"_"=>"1505207307361", "channels_email"=>{}} I, [2017-09-12T14:39:34.317466 #7798] INFO -- : Completed 200 OK in 23ms (Views: 2.0ms | ActiveRecord: 4.7ms) I, [2017-09-12T14:39:45.596024 #7798] INFO -- : Completed 200 OK in 25020ms (Views: 0.3ms | ActiveRecord: 1.5ms) I, [2017-09-12T14:39:45.603666 #7798] INFO -- : Started POST "/api/v1/message_receive" for 127.0.0.1 at 2017-09-12 14:39:45 +0530 I, [2017-09-12T14:39:45.609050 #7798] INFO -- : Processing by LongPollingController#message_receive as JSON I, [2017-09-12T14:39:45.609220 #7798] INFO -- : Parameters: {"client_id"=>"4605788166", "long_polling"=>{"client_id"=>"4605788166"}} I, [2017-09-12T14:40:04.291113 #7798] INFO -- : Started GET "/api/v1/channels_email?_=1505207307362" for 127.0.0.1 at 2017-09-12 14:40:04 +0530 I, [2017-09-12T14:40:04.296788 #7798] INFO -- : Processing by ChannelsEmailController#index as JSON I, [2017-09-12T14:40:04.296907 #7798] INFO -- : Parameters: {"_"=>"1505207307362", "channels_email"=>{}} I, [2017-09-12T14:40:04.331139 #7798] INFO -- : Completed 200 OK in 34ms (Views: 4.1ms | ActiveRecord: 6.1ms)
On Tuesday, 12 September 2017 14:48:50 UTC+5:30, Vishnu S wrote: > > Hi Martin, > > We managed to get auto assigning working (not a clean code yet, we're > working on it). I was testing email channel set up locally, but it fail to > download emails to my local instance. Any reason you can think of that > could cause it? The reason why we need to test email channel is that we > want to trigger the auto assignment after all filters are applied and group > assignment triggers are done. > > Its a test gmail account we created, and it can detect and say there are > this many emails pending, but it doesnt download them and show up as > tickets for some reason. > > Thanks > > On Friday, 8 September 2017 11:40:07 UTC+5:30, Vishnu S wrote: >> >> Hey Martin, >> >> Thanks for that.. We'll check it out and will let you know.. :) >> >> >> >> On Thursday, 7 September 2017 18:45:36 UTC+5:30, Martin Edenhofer wrote: >>> >>> Hi Vishnu, >>> >>> wonderful usecase! ❤️ >>> >>> By the way, it's also somethin which would fit into Zammad standard. >>> >>> However, I see 2 features: >>> >>> 1) Auto assignment of Tickets at open time >>> 2) Auto assignment of Tickets at ticket creation >>> >>> >>> Where is the best place for: >>> 1) Could be implemented in the UI, if ticket is opened and no owner is >>> assigned to auto assignment to the current own. >>> >>> 2) This is quite easy too, if you have the logic how to determine which >>> agent will get the ticket assigned. In ruby on rails you can hook into >>> callback. In this case for example "before_create" of any ticket. >>> Here you can put the logic of e. g. round-robin and assign the new agent >>> for ticket creation. >>> >>> Read more at: >>> http://guides.rubyonrails.org/v5.0/active_record_callbacks.html >>> >>> An example in Zammad you can fine here: >>> https://github.com/zammad/zammad/blob/develop/app/models/observer/ticket/user_ticket_counter.rb#L3 >>> >>> or >>> https://github.com/zammad/zammad/blob/develop/app/models/observer/ticket/close_time.rb#L31 >>> >>> >>> In case, just fork zammad on github and I can light you the way directly. >>> >>> -Martin >>> >>> >>> Am Donnerstag, 7. September 2017 11:56:32 UTC+2 schrieb Vishnu S: >>>> >>>> Hi Martin, >>>> >>>> When you have several dozen agents and thousands of tickets coming in, >>>> manual ticket claims become very impractical. There may be confusion on >>>> what tickets to pick; multiple agents may try to pick the same ticket >>>> (there's no locking mechanism); if there are economic incentives, tickets >>>> may get hoarded. >>>> >>>> The distribution and resolution of tickets will become erratic and >>>> uneven. >>>> >>>> With automatic assignment, the burden of assignment is not on the >>>> agent, but on the system. To start off with, a simple round-robin, or even >>>> random assignment of tickets to agents within a group will ensure even >>>> distribution. >>>> >>>> - Ticket arrives. Filters and triggers are applied. >>>> - If there's a Group (post filtering), pick a random agent from the >>>> group and assign. >>>> >>>> >>>> >>>> >>>> On Thursday, 7 September 2017 14:55:38 UTC+5:30, Martin Edenhofer wrote: >>>>> >>>>> Hi Vishnu, >>>>> >>>>> to give you "good" tip, it would ne nice to know the full usecase from >>>>> users perspective. >>>>> >>>>> It would also be fine to know hat it the mechanism/rule for ticket >>>>> auto assignment (random?). >>>>> >>>>> -Martin >>>>> >>>>> Am Donnerstag, 7. September 2017 11:18:35 UTC+2 schrieb Vishnu S: >>>>>> >>>>>> Hi there, >>>>>> >>>>>> We'd like to build a simple ticket auto assignment plugin for Zammad. >>>>>> Is there any starting point for this? How do we go about writing a >>>>>> plugin? >>>>>> >>>>> -- Open Source as Download https://zammad.org || Easy to use as SaaS https://zammad.com --- You received this message because you are subscribed to the Google Groups "zammad-users" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. To view this discussion on the web visit https://groups.google.com/d/msgid/zammad-users/5f1cf785-4d6d-4341-a7ec-d722cf36e02f%40googlegroups.com. For more options, visit https://groups.google.com/d/optout.
