Case, what is a proper logic?

[Russ]

Hi!
A client sends an email, we check the case and assign it to someone, we write an email to the client, asking for his clarifications, and we use the general company mailbox to answer (info).
Now, a client sends a reply with the details, but we all going to miss that email because the info mailbox belongs to all and everyone, should we have some sort of a notification that the case was updated with a new email?

Probably something is already there but I am missing what, thank you!

[Kharg]

The assigned user and followers of the record should get a notification about a new email related to the case and the stream should get updated with the email content.

https://docs.espocrm.com/user-guide/case-management/

https://www.espocrm.com/features/cases/

[Russ]

The assigned user and followers of the record should get a notification about a new email related to the case and the stream should get updated with the email content.

https://docs.espocrm.com/user-guide/case-management/

https://www.espocrm.com/features/cases/

Can you please help me with a workflow trigger that I can use, instead of an email (too many), I would like to update a target case, like "action required: true"
Thanks

[Kharg]

Yes, just use the update related record workflow action in the email entity, should be easy or you can just use a formula to update the case if a new email gets related to the case record.

[Russ]

Thanks, Kharg, how do I make "action required: false" once case was opened/viewed by anyone?

Thanks

[Kharg]

Hi Russ you can use a beforeRead hook, it’s quite easy
take a look at this post of mine

https://forum.espocrm.com/forum/developer-help/82316-beforeread-hook

then you will have to create the recordDefs for it

https://docs.espocrm.com/development/metadata/record-defs/#beforereadhookclassnamelist

[Russ]

Hi Russ you can use a beforeRead hook, it’s quite easy
take a look at this post of mine

https://forum.espocrm.com/forum/developer-help/82316-beforeread-hook

then you will have to create the recordDefs for it
https://docs.espocrm.com/development...assnamelist

Thanks a lot!
Where do I paste that code? I create a new file? In which folder?

https://forum.espocrm.com/forum/developer-help/82316-beforeread-hook?p=82318#post82318

In the recordDefs folder? How do I invoke it?

Sorry, too many questions, I never did that

[Kharg]

Russ If you provide me with your entity name and the field with its statuses I can help you.

[Russ]

Russ If you provide me with your entity name and the field with its statuses I can help you.

The entity is "Case". Field name is "action required" (boolean)


When new ticket related email is in, action required==true
then when someone opened a ticket (case), it should change to action required==false


Thanks

[Russ]

Yes, just use the update related record workflow action in the email entity, should be easy or you can just use a formula to update the case if a new email gets related to the case record.

Hi, can you please guide me on how to update a parent ticket when email was received and mark action required: true (boolean)?

Ticket is a Case (ticket is just a different label name)

Thanks

[Kharg]

CaseActionRequired.php in Espo\Custom\Hooks\Case folder

<?php

namespace Espo\Custom\Hooks\Case;

use Espo\ORM\Entity;
use Espo\ORM\EntityManager;
use Espo\Core\Record\ReadParams;
use Espo\Core\Record\Hook\ReadHook;

class CaseActionRequired implements ReadHook
{
   private EntityManager $entityManager;

   public function __construct(EntityManager $entityManager)
   {
       $this->entityManager = $entityManager;
   }

  public function process(Entity $entity, ReadParams $params): void
  {
       $actionRequired = $entity->get('actionRequired');
       if ($actionRequired != false) {
           $entity->set('actionRequired', false);
           $this->entityManager->saveEntity($entity);
       }
  }
}​

Case.json in Espo\Custom\Resources\metadata\recordDefs

{
    "beforeReadHookClassNameList": [
        "Espo\\Custom\\Hooks\\Case\\CaseActionRequired"
    ]
}​ 

[Russ]

CaseActionRequired.php in Espo\Custom\Hooks\Case folder

<?php

namespace Espo\Custom\Hooks\Case;

use Espo\ORM\Entity;
use Espo\ORM\EntityManager;
use Espo\Core\Record\ReadParams;
use Espo\Core\Record\Hook\ReadHook;

class CaseActionRequired implements ReadHook
{
private EntityManager $entityManager;

public function __construct(EntityManager $entityManager)
{
$this->entityManager = $entityManager;
}

public function process(Entity $entity, ReadParams $params): void
{
$actionRequired = $entity->get('actionRequired');
if ($actionRequired != false) {
$entity->set('actionRequired', false);
$this->entityManager->saveEntity($entity);
}
}
}​

Case.json in Espo\Custom\Resources\metadata\recordDefs

{
"beforeReadHookClassNameList": [
"Espo\\Custom\\Hooks\\Case\\CaseActionRequired"
]
}​ 

@Khrarg, thanks, this part worked!




but my number 10 question is also pending, thanks

[Kharg]

I will give you a solution as soon as possible, need some free time to write it

[rabii]

Hi, can you please guide me on how to update a parent ticket when email was received and mark action required: true (boolean)?

Ticket is a Case (ticket is just a different label name)

Thanks

Hey Russ

That should be easy to achieve. you can add a script formula and use record\update function to update the Case (Ticket) actionRequired field to be true. see attached screenshot.

[Kharg]

rabii now you have to tell us. How did you replace the checkbox with a switch?

[rabii]

Kharg

Customised existing field. https://docs.espocrm.com/development...andard-fields/

here is the custom field view bool.js

define('custom:views/fields/bool', ['views/fields/bool'], function (Dep) {

    /**
     * A boolean field (checkbox).
     *
     * @class
     * @name Class
     * @extends module:views/fields/bool.Class
     * @memberOf module:views/fields/bool
     */
    return Dep.extend(/** @lends module:views/fields/bool.Class# */{

        listTemplate: 'custom:fields/bool/list',
        detailTemplate: 'custom:fields/bool/detail',
        editTemplate: 'custom:fields/bool/edit',
        searchTemplate: 'fields/bool/search',

    });
});​ 

edit.tpl

<style>
    .form-switch {
      display: inline-block;
      cursor: pointer;
      -webkit-tap-highlight-color: transparent;
    }
    .form-switch i {
      position: relative;
      display: inline-block;
      margin-right: .5rem;
      width: 46px;
      height: 26px;
      background-color: #e6e6e6;
      border-radius: 23px;
      vertical-align: text-bottom;
      transition: all 0.3s linear;
    }
    .form-switch i::before {
      content: "";
      position: absolute;
      left: 0;
      width: 42px;
      height: 22px;
      background-color: #f1f5f9;
      border-radius: 11px;
      transform: translate3d(2px, 2px, 0) scale3d(1, 1, 1);
      transition: all 0.25s linear;
    }
    .form-switch i::after {
      content: "";
      position: absolute;
      left: 0;
      width: 22px;
      height: 22px;
      background-color: #f1f5f9;
      border-radius: 11px;
      box-shadow: 0 2px 2px rgba(0, 0, 0, 0.24);
      transform: translate3d(2px, 2px, 0);
      transition: all 0.2s ease-in-out;
    }
    .form-switch:active i::after {
      width: 28px;
      transform: translate3d(2px, 2px, 0);
    }
    .form-switch:active input:checked + i::after { transform: translate3d(16px, 2px, 0); }
    .form-switch input { display: none; }
    .form-switch input:checked + i { background-color: #10b981; }
    .form-switch input:checked + i::before { transform: translate3d(18px, 2px, 0) scale3d(0, 0, 0); }
    .form-switch input:checked + i::after { transform: translate3d(22px, 2px, 0); }
</style>

<label class="form-switch">
  <input type="checkbox" {{#if value}} checked{{/if}} data-name="{{name}}">
  <i></i>
</label>​ 

detail.tpl

<style>
    .form-switch {
      display: inline-block;
      cursor: pointer;
      -webkit-tap-highlight-color: transparent;
    }
    .form-switch i {
      position: relative;
      display: inline-block;
      margin-right: .5rem;
      width: 46px;
      height: 26px;
      background-color: #e6e6e6;
      border-radius: 23px;
      vertical-align: text-bottom;
      transition: all 0.3s linear;
    }
    .form-switch i::before {
      content: "";
      position: absolute;
      left: 0;
      width: 42px;
      height: 22px;
      background-color: #f1f5f9;
      border-radius: 11px;
      transform: translate3d(2px, 2px, 0) scale3d(1, 1, 1);
      transition: all 0.25s linear;
    }
    .form-switch i::after {
      content: "";
      position: absolute;
      left: 0;
      width: 22px;
      height: 22px;
      background-color: #f1f5f9;
      border-radius: 11px;
      box-shadow: 0 2px 2px rgba(0, 0, 0, 0.24);
      transform: translate3d(2px, 2px, 0);
      transition: all 0.2s ease-in-out;
    }
    .form-switch:active i::after {
      width: 28px;
      transform: translate3d(2px, 2px, 0);
    }
    .form-switch:active input:checked + i::after { transform: translate3d(16px, 2px, 0); }
    .form-switch input { display: none; }
    .form-switch input:checked + i { background-color: #10b981; }
    .form-switch input:checked + i::before { transform: translate3d(18px, 2px, 0) scale3d(0, 0, 0); }
    .form-switch input:checked + i::after { transform: translate3d(22px, 2px, 0); }
</style>

{{#if valueIsSet}}
<label class="form-switch">
  <input type="checkbox" {{#if value}} checked{{/if}} disabled>
  <i></i>
</label>{{else}}
<span class="loading-value">...</span>{{/if}}​ 

list.tpl

<style>
    .form-switch {
      display: inline-block;
      cursor: pointer;
      -webkit-tap-highlight-color: transparent;
    }
    .form-switch i {
      position: relative;
      display: inline-block;
      margin-right: .5rem;
      width: 46px;
      height: 26px;
      background-color: #e6e6e6;
      border-radius: 23px;
      vertical-align: text-bottom;
      transition: all 0.3s linear;
    }
    .form-switch i::before {
      content: "";
      position: absolute;
      left: 0;
      width: 42px;
      height: 22px;
      background-color: #f1f5f9;
      border-radius: 11px;
      transform: translate3d(2px, 2px, 0) scale3d(1, 1, 1);
      transition: all 0.25s linear;
    }
    .form-switch i::after {
      content: "";
      position: absolute;
      left: 0;
      width: 22px;
      height: 22px;
      background-color: #f1f5f9;
      border-radius: 11px;
      box-shadow: 0 2px 2px rgba(0, 0, 0, 0.24);
      transform: translate3d(2px, 2px, 0);
      transition: all 0.2s ease-in-out;
    }
    .form-switch:active i::after {
      width: 28px;
      transform: translate3d(2px, 2px, 0);
    }
    .form-switch:active input:checked + i::after { transform: translate3d(16px, 2px, 0); }
    .form-switch input { display: none; }
    .form-switch input:checked + i { background-color: #10b981; }
    .form-switch input:checked + i::before { transform: translate3d(18px, 2px, 0) scale3d(0, 0, 0); }
    .form-switch input:checked + i::after { transform: translate3d(22px, 2px, 0); }
</style>

<label class="form-switch">
  <input type="checkbox" {{#if value}} checked{{/if}} disabled>
  <i></i>
</label>​ 

I am just playing around but willing to build my own theme sometimes soon once i have enough time (it will be using tailwind css )

[Kharg]

Thank you for sharing

[rabii]

you are welcome mate

[rabii]

if you want to avoid repetition just add the css to a custom css file and use it instead of repeating the same css in each template, i just felt lazy to do it.