email via macro

[fid509]

Hello,



Does somebody can tell me if there is a difference in opening a ServiceCenter ticket through the SC client or through an event in (generated in Get-Services)? I have the following problem. I created a macro that sends out an email if a CALL has been opened. This works fine when the ticket is created within the SC client but it does nothing when the ticket is opened in Get-Services. The ticket has been created in SC but the mail is never send. How can I check if the macro fired or not? The logs are all empty.

[thephantomlord]

I have the same issue opening problem tickets via an event, no email is generated. It worked fine while we were on SC 3 but when I upgraded the apps to SC4 it stopped working properly.

[fid509]

Even worse! Even if I close such an event-created call within the SC client it won't send a closure email (again triggered by a macro). So only Calls created with the SC client trigger the macro's. I wonder what the problem here could be? Does sombody knows how I can troubleshoot the different steps in SC?



Geert

[jeppegotha]

Hi,

What is query in the macro ?

:smile:

[fid509]

Hi,



I suppose you mean the macro condition?



When Calls records are saved, mail 1 Person with condition.



1) (open in $L.new)#"Open" and open.time in $L.new=update.time in $L.new



2) open in $L.new="Closed"



But I even tried it with the condition set to true so it should fire always but it did still nothing.



De description and title are made with evaluating expressions like



$L.message={};1 in $L.message="Uw probleemmelding werd geregistreerd onder het nummer "+incident.id in $L.new;2 in $L.message="Status: OPEN";3 in $L.message="Classificatie: "+category in $L.new+" - "+subcategory in $L.new+" - "+product.type in $L.new+" - "+problem.type in $L.new;4 in $L.message="Gerelateerde asset: "+affected.item in $L.new;5 in $L.message="Met volgende omschrijving: ";6 in $L.message="";$L.message=$L.message+description in $L.new



$L.title="Probleemmelding "+incident.id in $L.new+" geopend."

[jeppegotha]

Hi,

If you say that it does not work either if the condition is true (and it works inside servicecenter) we can conclude that the event does not trigger the macro. I would suggest that you report this at Peregrine Customer Support.



By the way, why don't you use the genout() function instead of your very large "complicated" expressions, so instead of generating your message with $L.message etc.etc. you could have a format with your mailtemplate and then in your expression have a line called:



$L.message=genout( $L.new, "mailform.g" )



I'm don't remeber the syntax 100%, maybe it is genout("mailform.g", $L.new).

[fid509]

Yahoo,



I found the reason for this problem.

Turned out the macro was running fine but I was sending out an email to a NULL email address.

Reason:

The macro was send to "Address in File" with the value of contact.email

When you create a Call in SC and you push the PF9 (Fill) the associated link populates the field contact.email with the contact's email address. Hence the macro is triggered and the email is send to the email address.

When you do the same in Get-Services, an event is created that contains the contact name but not the email adress and as there is no PF9 pressed, the email field is never filled. The macro is also triggered but as the email adress is blank the mail is not/never send (no error messages in SC, but maybe if I could see the mail logs?).

Solution: send the email to "Contact in File" with the value of contact.name. This will first lookup the email address of the contact in the contacts table and then use this address to send the email.