Tickets and the Workflow Engine

Overview

tickets image
  • Mailboxes are configured as ticket boxes, for example, enquiries@YourDomain.com, support@YourDomain.com or sales@YourDomain.com, any email address can be used
  • The Workflow engine connects to the mailbox and imports from the mailbox using IMAP or POP3 to create tickets for each enquiry
  • Each enquiry then appears in the ticket listing for handling by team members
  • Tickets have a range of statuses depending on the status of the ticket
  • Tickets can be responded to using canned responses
tickets image

What is the Purpose of the Ticket Workflow Engine?

  • Any emails sent to your website can be managed through the Tickets Workflow Engine.
  • The engine supports multiple different ticket types, canned responses and the ability to automate the processing and management of enquiries and requests from customers and leads.

Ticket Types

  • Every email sent as a request can be tagged as a Type
  • The types define which email address is used for the pickup of the enquiries
  • Each Ticket Type requires a separate Ticket Mailbox

Ticket Mailboxes

  • Mailboxes are just temporary storage locations for tickets
  • Generally, you will have an email address configured for customers to contact your organisation
  • The same mailbox can be used to generate the tickets
  • You can have multiple mailboxes which can then be used to manage different ticket types, for example, sales@ service@ etc.

Background Task Explained

  • The background task is used to process emails that come into the ticket mailbox defined
  • Each ticket mailbox can have none, one or many workflow engine ticket type/s
  • Every time the background task run, it will get all the ticket boxes that have workflow engine ticket type/s

Processing Steps


Creating Tickets

  • With each mailbox, connect to the mailbox and get all the emails from the box
    • With each email, get the email info (to address, from address, subject, content, ...)
    • If the email cannot be read - failure (the email is too big or any reason) → an error ticket is created, this ticket does not have contact
  • Get all the items not yet processed from the current mailbox and create a ticket for each, note only emails with a To, CC or BCC Address matching the valid ticket types will create a ticket
  • Determine whether this email is a new email or a reply to a previous ticket.
  • Each outbound email from the ticketing engine has a generated subject line for the ticket type
    • example [Support #123-789] - This is a "Support" type ticket, the Ticket ID is 123 and the Support Log ID is 789.
  • If this email has a ticket-generated subject line it is a reply and is added to the existing ticket, if not a new ticket is created.

The Email Process

  • From the ticket and the ticket log that has just been created above, we generate:
    • The email subject with the format: [WorkflowTag #TicketId-TicketLogId] Subject
    • The attachments
    • Determine the email, name and contact for the receiver
  • Update for the ticket log (update the receiver info)
  • Finally, create an email queue to notify the admin there is a new ticket (this email queue will be sent via email sending background task)
  • Finally, delete the email from the mailbox

Assignment Emails

  • From the ticket and the ticket log that has just been created above, we determine the email, name and contact for the receiver
  • Update for the ticket log (update the receiver info)
  • Get the student assignment for this ticket (based on the ticket id).
  • If there is no assignment → this is submitted as an assignment
    • Check if this is submitted by a student or not?
    • If so → Run the submit assignment flow by email (based on the ticket log)
    • If no → Update the ticket to NULL type (Invalid ticket)
  • If there is an assignment, we will check if this is a student re-submits assignment or the tutor giving feedback to the admin (other cases cannot be controlled by workflow engine ticket)
    • If this is a re-submitting assignment by a student → Run the re-submit assignment flow by email (based on the ticket log)
    • If this is feedback by the tutor → Run the feedback returned by tutor flow by email (based on the ticket log)
  • Generate:
    • The email subject with the format: [WorkflowTag #TicketId-TicketLogId] Subject
    • The attachments
  • Finally, create an email queue for the ticket log (this email queue will be sent via email sending background task)
  • In some cases, the email queue cannot be created:
  • → We will delete the ticket and ticket log
  • Finally, delete the email from the mailbox

Invalid Emails

In some cases, an invalid ticket will be created. This can happen when you drag an email from another mailbox to a question mailbox.

  • An invalid ticket will be created for this email.
  • This ticket does not belong to any type (assignment or question) and the receiver (email to) is not specific.
  • No email is created either.
  • Admin user can reassign this ticket to the correct ticket type (in CRM - ticket management)
  • When a ticket is re-assigned an email will be generated and sent
  • The invalid email is deleted from the mailbox

Workflow Engine Management and Test Plans

How To Manage Workflow Engine Mailbox

How to create new mailbox

  • Go to Settings -> Workflow Engines -> Workflow Engines Mailboxes

    Managing Workflow

    Managing Workflow

     
  • Click Create New Workflow Engine Mailbox

    Managing Workflow
     
  • Enter name, select type, enter host, port, check user SSL(optional), enter the username and password
  • Click Create
  • A new workflow engine mailbox is created

    Managing Workflow

How to edit/view details/delete a mailbox

  • Go to Settings >> WorkflowEngines >> Workflow Engines Mailboxes
  • Click Edit/View Details/Delete button on the row you want

    Managing Workflow

57 - Test plan manage the mail box (PASS)

Target Release 9.0
Epic
JIRA issue
Document status DRAFT
Document owner Phung Dinh (Unlicensed)
Developers Minh Nguyen (Unlicensed)
Enter your name Belinda Sharp (Unlicensed)

(Use @ above to add someone by name)

What are we testing

  • Testing for managing the mailbox

Assumptions

  • Login as CRM admin successfully

Requirements

# Test Steps Expected Result Actual Result Test By (use @) Date Notes
1 Go to Settings >> WorkflowEngines >> Workflow Engines Mailboxes

List of mailboxes appears

Pass

Belinda Sharp (Unlicensed)

06 Aug 2016

2 Click Create New Workflow Engine Mailbox

Create screen for mailbox appears

Pass

Belinda Sharp (Unlicensed)

06 Aug 2016

4

Enter name, select type, enter host, port, check user SSL(optional), enter the username, password
Click Create

Create successfully

Pass

Belinda Sharp (Unlicensed)

06 Aug 2016

5

Click the Edit icon on a row in the list of mailbox

Edit screen appears

Pass

Belinda Sharp (Unlicensed)

06 Aug 2016

6 Click Save

Update mailbox successfully

Pass

Belinda Sharp (Unlicensed)

06 Aug 2016

7

Click the View Details icon on a row in the list of mailbox

The Details screen appears correctly

Pass

Belinda Sharp (Unlicensed)

06 Aug 2016

8

Click the Delete icon on a row in the list of mailbox

Details screen appears with a message to confirm deleting

Pass

Belinda Sharp (Unlicensed)

06 Aug 2016

9 Click OK

If the mailbox doesn't have related data => Delete successfully

If the mailbox has related data => Show an error message

Pass

Belinda Sharp (Unlicensed)

06 Aug 2016



How To Manage Workflow Engine Type

How to create a new mailbox

  • Go to Settings >> WorkflowEngines >> Workflow Engines Types

    How To Manage Workflow
    class="clickable-image" How To Manage Workflow
  • Click Create New Workflow Engine Type

    How To Manage Workflow
     
  • Select the task, enter a name, enter a description, enter the email to
  • Enter the workflow tag, select the mailbox, enter the email forward, select the workflow engine save table to store the workflow engine information
  • Select an email from storage, select email subject storage, select email body storage, and check active(optional)
  • New workflow engine type created

    How To Manage Workflow

How to edit/view details/delete a workflow engine type

  • Go to Settings >> WorkflowEngines >> Workflow Engines Types
  • Click the Edit/View Details/Delete button on the row you want

    How To Manage Workflow

How to assign Workflow Engine to Course

  • Open Edit Course in BMS
How To Manage Workflow
  • Select the type of Workflow Engine Type for Simple Storage (Questions) and Assignment.
How To Manage Workflow

55 - Test plan manage the workflow engine type (PASS)

Target release 9.0
Epic
JIRA issue
Document status

DRAFT

Document owner

Phung Dinh (Unlicensed)

Developers

Minh Nguyen (Unlicensed)

Enter your name

(Use @ above to add someone by name)

What are we testing

  • Testing for managing workflow engine type

Assumptions

  • Login as CRM admin successfully

Requirements

# Test Steps Expected Result Actual Result Test By (use @) Date Notes
1 Go to Settings >> WorkflowEngines >> Workflow Engines Types

List of workflow engine types appears

Pass Belinda Sharp (Unlicensed)

01 Feb 2017

2 Click Create New Workflow Engine Type

Create screen for type appears

Pass Belinda Sharp (Unlicensed)

01 Feb 2017

4
  • Select the task, enter a name, enter a description, enter email to,
  • Enter the workflow tag, select the mailbox, enter the email forward, select the workflow engine save table to store the workflow engine information
  • Select email from storage, select email subject storage, select email body storage, and check active(optional)
  • Click Create

Create successfully

Pass Belinda Sharp (Unlicensed)

01 Feb 2017

5

Click the Edit icon on a row in the list of mailbox

Edit screen appears

Pass Belinda Sharp (Unlicensed)

01 Feb 2017

6 Click Save

Update workflow engine type successfully

Pass Belinda Sharp (Unlicensed)

01 Feb 2017

7

Click the View Details icon on a row in the list of workflow engine type

The details screen appears correctly

Pass Belinda Sharp (Unlicensed)

01 Feb 2017

8

Click the Delete icon on a row in the list of workflow engine type

Details screen appears with a message to confirm deleting

Pass

01 Feb 2017

9 Click OK

If workflow engine type doesn't have related data => Delete successfully

If workflow engine type has related data => Show error message

Pass Belinda Sharp (Unlicensed) 01 Feb 2017


How To Manage Workflow Engine Ticket

Overview

This shows how ticket admins can manage the tickets submitted by users

  • Ticket Listing page
  • Create a Ticket
  • View Ticket details
  • Reply to Tickets
  • Delete a ticket
  • Re-assign a ticket
  • Resolve/Reopen a ticket
  • Merge tickets
  • Lock a ticket

How to view the tickets list and search for tickets

  • Go to CRM Portal>> Tickets >> Ticket Listing
    >> List all the tickets that are created on CRM/Student/Tutor portal or come or the emails that are sent to Assignments & Questions workflow engine types
  • In the Search region >> You can search Tickets by
    • Keyword (Contact Name/Email contains the keyword)
    • Workflow engine type
    • Status (Resolved or Not) - Unresolved is the default
Managing Workflow Engine Ticket

How to change the status of a ticket

  • Go to CRM Portal>> Tickets >> Ticket Listing

    Managing Workflow Engine Ticket
  • Click on the Edit Managing Workflow Engine Ticket icon

    Managing Workflow Engine Ticket
  • Select the status that you want to change

    Managing Workflow Engine Ticket
  • Click Save

    Managing Workflow Engine Ticket

How to view detail of a ticket

  • Go to CRM Portal >> Tickets >> Ticket Listing
  • Click on the View Details icon to the left of a ticket

    Managing Workflow Engine Ticket
  • Two situations that can happen:
    • If the ticket is an assignment >> go to the CRM/Student assignment details page
    • If not, go to the ticket details page

      Managing Workflow Engine Ticket
    • Ticket info on the top
    • Next to ticket logs
      • The last log is open as default
      • Click on the log subject to open or close a log
    • Per the ticket log, the admin will receive will have two button reply and forward

How to reply to a ticket

  • Go to CRM Portal >> Tickets >> Ticket Listing
  • Click on the Reply icon to the left of a ticket
  • You can only reply to question tickets

Managing Workflow Engine Ticket

  • Go to the ticket details page and automatically scroll to the bottom
  • Click on the ticket log item that the admin received and click on the Reply button

    Managing Workflow Engine Ticket
  • Compose the ticket content
  • You can use the pre-defined Canned responses on the right
  • You can also add a ticket content to canned responses for further use by checking on Add To Canned Responses check box and choosing the Canned response Type
  • And click on the Reply button

How to forward a ticket

  • Go to CRM Portal >> Tickets >> Ticket Listing
  • Click the View Details Managing Workflow Engine Ticket icon

    Managing Workflow Engine Ticket
  • Click on the Question Subject that has the received Managing Workflow Engine Ticket icon >> Click the forward Managing Workflow Engine Ticket button to open the forward modal window
    • Select the tutor, enter the message if the message that admin received from a student

      Managing Workflow Engine Ticket
    • Preselect the student, enter the message that the admin received from the tutor.

      Managing Workflow Engine Ticket
    Click Send

How to delete a ticket

  • Go to CRM Portal >> Ticket Listing
  • Two situations can happen:
    • If the ticket has an assignment type
      • If this assignment has only one history (is very after submitted by the student) >> Go to /wiki/spaces/ANFBMS/pages/28737748 (the ticket will also be deleted)
      • If the assignment has more than one history
        >> A tooltip is shown when hovering on the delete Managing Workflow Engine Ticket icon and cannot delete the assignment

        Managing Workflow Engine Ticket
    • If not
      • If the ticket has more than one logs
        >> A tooltip is shown when hovering on the delete Managing Workflow Engine Ticket icon and cannot delete the ticket

        Managing Workflow Engine Ticket
      • If the ticket has only one log
        >> Go to ticket detail page and a popup message will be displayed

Managing Workflow Engine Ticket

      • Click on the OK button on the pop-up to confirm delete
      • You can also click on the Delete button on the top right corner of the ticket details page to delete a ticket

How to reassign a ticket

  • Go to CRM Portal >> Ticket Listing
  • You can only reassign a ticket if the ticket has only one log.

Managing Workflow Engine Ticket

  • Click on the Reassign icon to the left of a ticket
  • The assigned ticket pop-up is open

Managing Workflow Engine Ticket

  • Select the workflow engine type
  • Click on the Assign/Question button to reassign
  • You can also click on the Reassign button on the top right corner of the ticket details page to reassign it. This button is only displayed if the ticket can be reassigned

How to mark a ticket as resolved or reopen it

  • Go to CRM Portal >> Ticket Listing
  • Click on Mark as Resolved icon to the left of a ticket that is open in order to resolve it.

Managing Workflow Engine Ticket

  • Click on Reopen icon to the left of a ticket that is already resolved to reopen it.

Managing Workflow Engine Ticket

  • You can also click on the Mark as resolved/Reopen button on the top right corner of the ticket details page to resolve/reopen it.

How to merge tickets

  • Go to CRM Portal >> Ticket Listing
  • Click on the Merge to existing ticket icon to the left of a ticket
  • The condition for merging:
    • The source and the target tickets must have the same type (or the source ticket has NO type - in this case, it can be merged into a ticket with any type)
    • Both tickets are NOT assignments. If you want to merge assignments please follow How to Add or Replace Assignment
    • Both must belong to the same Contact
    • And certainly, they have different IDs

Managing Workflow Engine Ticket

  • The merge ticket popup will be displayed

Managing Workflow Engine Ticket

  • Enter something about the ID, ticket subject or contact email of a ticket to filter the tickets and pick a target ticket
  • Click on the Merge button to merge the source ticket with the target ticket
  • After merging the target ticket will contain all logs of both tickets and the source ticket is deleted

How to lock a ticket

This function is to prevent multiple staff working on a ticket on the CRM portal simultaneously.

When a ticket is reviewing (go to ticket details page) by a staff, on the listing page there is a lock icon displayed on the left of the ticket, other function ions are hidden except detail icon

Managing Workflow Engine Ticket

And when going to the detail page of this ticket, you cannot do anything with the ticket. On the top right corner of the details page, the message "Ticket is reviewed by ..." is displayed instead of function buttons



How To Manage Canned Response

Who needs this documentation?

This how-to is for a staff (admin) who wants to manage (CRUD) the Canned Response


How to view the Canned response list

  • Go to CRM Portal>> Canned Responses

How To Manage Canned Response


How to create a new Canned Response

  • Go to CRM Portal>> Canned Responses
  • Click on Create New Canned Response button

How To Manage Canned Response

  • Enter the Content (Required)
  • Select Canned response type (Optional)
  • And click on Create button

    How To Manage Canned Response
  • The new Canned Response is created successfully
    How To Manage Canned Response

How to Edit/View Detail/Delete a Canned response

  • Go to CRM Portal>> Canned Responses
  • Click on Edit/View Detail/Delete icon to the left of a canned response

How To Manage Canned Response



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61 - Test Plan Merge Workflow Engine Ticket (PASS)

Target release  
Epic  
JIRA issue  
Document status LIVE
Document owner Sang Nguyen (Unlicensed)
Developers Sang Nguyen (Unlicensed)
Enter your name  

(Use @ above to add someone by name)

What are we testing

  • Testing the Merging Workflow engine ticket function

Background and strategic fit

  • Merge a source ticket with a target ticket
  • Both do NOT have assignment type

Assumptions

  • Log in as administrator successfully
  • Go to CRM portal >> Ticket listing page

Requirements

Test the merging function

Description Test Steps Expected Result Notes Actual Result Test By (use @) Date Notes
1 Test the merge icon is displayed correctly On the ticket listing page

The merge icon is only displayed to the left of a ticket if that ticket is NOT assignment

Pass

Belinda Sharp (Unlicensed)

04 Aug 2016

 
2 Test the merging pop-up On the ticket listing page >> Click on a Merge to existing Ticket icon of a source ticket

The Merge ticket pop-up is displayed

  • #1 If the source ticket has a Questions type, the header of the popup is "Merge Questions Ticket"
  • #2 If the source ticket has no type, the header of the popup is "Merge Ticket"
Pass

Belinda Sharp (Unlicensed)

04 Aug 2016

Pass to: #1

Fail: #2 - contradicts above - should not appear assignment type ticket.

Fail: #3 can not create a ticket with no type to test?

---------

Hi, Belinda Sharp (Unlicensed),

About #2, now we do NOT allow creating assignment tickets anymore. And we also update the merge function, now we cannot merge assignment tickets.

About #3, when a NON-student sends an email to the assignment mailbox, the created ticket will have NO type.

Hope to see your response soon.

Thanks!

All looking good thanks,Toan Duong Manh (Unlicensed).

What was the reason that the merge was moved from assignment tickets? What if a student sends their assignments across two emails? Sorry, I am struggling to recall or find the history of this.

Thanks,

Bee

Hi, Belinda Sharp (Unlicensed),

For the assignment, we have a merge assignment function. You can see more here: /wiki/spaces/ANFBMS/pages/28737748

Thanks!

3 Test the choosing target ticket

On the merge ticket pop-up >> click on the To Ticket field >> Enter the Id or the ticket subject or the ticket contact email to

If there are any tickets contain the Id or the subject or have the contact email and satisfy the condition:

  • Have the same type as the source ticket or can have any type if the source ticket has NO type
  • NOT assignment
  • Belong to the same contact
  • And has a different Id than the source ticket

They will be showed

Pass

Belinda Sharp (Unlicensed)

04 Aug 2016 This works well - thanks.
4 Test the merging function

Pick a target ticket from the list above

Click on the Merge button on the pop-up

  • The pop-up closes
  • Back to the listing page
  • A message "Merge Workflow Engine successfully." is displayed
  • The source ticket is deleted
Pass

Belinda Sharp (Unlicensed)

04 Aug 2016  
5 Test the target ticket after merging On the ticket listing page >> Click on the View Details icon of the target ticket
  • Go to the target ticket details page
  • The target ticket logs now contain all the logs of the target and source ticket
Pass

Belinda Sharp (Unlicensed)

04 Aug 2016  

Test Plan (Lock Tickets Which Are Reviewed) (PASS)

Target release  
Epic  
JIRA issue ANFBMS-617 - JIRA project doesn't exist or you don't have permission to view it.
Document status LIVE
Document owner Hoang Vo (Unlicensed)
Developers Hoang Vo (Unlicensed)
Enter your name  

(Use @ above to add someone by name)

What are we testing

  • With a team of people working on a list of tickets, there is a chance 2 people may both work on the same ticket at the same time.
  • If a ticket is reviewed, then it cannot be edited by a second person.

Assumptions

  • Tester has 2 admin accounts for testing (if you just have one account then log in with a second account by sorichin@gmail.com and pass: 12345678)
  • Login as administrator successfully by using the first account.

Requirements

Lock Tickets Which Are Reviewed

  Test Steps (Step by Step keystrokes of the actual test) Expected Result Actual Result Test By (use @) Date Notes
1 Go to Tickets > Ticket Listing List of tickets appears

Pass

Pass

Louise Williams (Unlicensed)

23 Jul 2016

 

2

Go to details of a ticket which type in question

Details screen appears

Pass

Pass

Louise Williams (Unlicensed)

23 Jul 2016

Details screen appears in NEW tab - which is great!
3

User another browser (or use a new incognito window)

Log in to the CRM portal by using your second admin accounts

Login successfully

Pass

Pass

Louise Williams (Unlicensed)

23 Jul 2016

 
4 Go to Tickets > Ticket Listing List of tickets appears

?

Pass

Louise Williams (Unlicensed)

Belinda Sharp (Unlicensed)

23 Jul 2016

26 Jul 2016

The ticket listing does NOT appear on my laptop - but does appear on my PC - all other listings in the CRM work fine on my laptop...???

Unable to replicate the issue with multiple browsers - must have been a connection issue but we will keep a close eye on this.

5 Find the ticket which is reviewed by the contact in step 2

This ticket appears in the grid with the lock icon

Pass

Pass

Louise Williams (Unlicensed)

Belinda Sharp (Unlicensed)

23 Jul 2016

26 Jul 2016

 
6

Hover to lock icon

A message appears to inform this ticket is reviewed by another person

Fail

Pass

Louise Williams (Unlicensed)

Belinda Sharp (Unlicensed)

23 Jul 2016

26 Jul 2016

Yes, it tells you that the ticket is being reviewed by someone else - but it tells you the wrong person - I was logged in as "Louise Williams" and I opened the ticked - I then used another browser to log in as "Trowbridge" and as Trowbridge, it told me that a student was reviewing the ticket.
video showing replication of issue: http://screencast.com/t/YZL8shpC

 

7

Click the lock icon

Open in a new tab the details page of the contact who is reviewing this ticket Pass

Belinda Sharp (Unlicensed)

26 Jul 2016

 
8

Go to details of this ticket

A text is displayed to inform ticket is reviewed.

Can not reply, delete, merge etc..., just be able to view.

Pass

Belinda Sharp (Unlicensed)

26 Jul 2016

 

Release Tickets After Reviewing

  (Step by Step keystrokes of the actual test) Expected Result Actual Result Test By (use @) Date Notes
1

Use the browser which is using your first account to login to CRM (the account which is reviewing tickets)

Close all browser tab which is reviewing the ticket

Close the browser tab which is reviewing the ticket successfully Pass

Belinda Sharp (Unlicensed)

24 Jul 2016

 

2

Use the browser which is using your first account to login to CRM

Go to Tickets > Ticket Listing

The List of tickets appears Pass

Belinda Sharp (Unlicensed)

24 Jul 2016

 
3

Find the ticket which is used for testing

This ticket appears in the grid without a lock icon

Pass

Belinda Sharp (Unlicensed)

24 Jul 2016

For some unexpected reasons, you need to wait about 1 or 2 minutes to release the ticket.

Louise Williams (Unlicensed),, in most instances person who has a locked ticket, will be marked as resolved anyway so won't appear back in the list if has been completed. Will only be an issue if being passed on to someone else for further review. I think it is okay so long as we are aware of system timing so we know what is going on. What do you think?

4 Go to the details page of this ticket Can reply, delete, merge etc... Pass

Belinda Sharp (Unlicensed)

24 Jul 2016

 

Test Plan Reopen/Resolve the ticket (PASS)

Target release  
Epic  
JIRA issue  
Document status LIVE
Document owner Phung Dinh (Unlicensed)
Developers Phung Dinh (Unlicensed)
Enter your name  

(Use @ above to add someone by name)

What are we testing

  • Testing for mark as resolved the ticket
  • Testing for reopening the ticket

Assumptions

  • Login as administrator successfully

Requirements

Testing for mark as resolved the ticket

  Test Steps (Step by Step keystrokes of the actual test) Expected Result Actual Result Test By (use @) Date Notes
1 Go to Tickets > Ticket Listing The ticket listing appears Pass Louise Williams (Unlicensed)

07 Jul 2016

 
2

Click on the Mark as Resolved icon

The message confirm appears Pass Louise Williams (Unlicensed)

07 Jul 2016

 
3 Click OK
  • The message mark as resolved successfully
  • The ticket item has been resolved
Pass Louise Williams (Unlicensed)

07 Jul 2016

 

Testing for reopening the ticket

  Test Steps (Step by Step keystrokes of the actual test) Expected Result Actual Result Test By (use @) Date Notes
1 Go to Tickets > Ticket Listing The ticket listing appears Pass Louise Williams (Unlicensed)

07 Jul 2016

 
2 On the search ticket > filter resolved The ticket listing with resolved appears Pass Louise Williams (Unlicensed)

07 Jul 2016

 
3

Click on the reopen icon

The message confirm appears

Pass Louise Williams (Unlicensed)

07 Jul 2016

 
4 Click OK
  • The message reopened successfully
  • The ticket item has been reopened
Pass Louise Williams (Unlicensed)

07 Jul 2016

 


How To Handle Bounces

Bounces Demo

Here's video demo


What is a bounce email?

When users want to handle bounce emails in the system.

When an email message cannot be delivered to an email address, it's called a bounce.

There are lots of different reasons why emails bounce so when it happens, a message is sent from the recipient's mail server to explain why.


Why you would use bounces handling

  • The system sends many emails for various functions
  • When email sending fails, has a bounce-back reply which can be seen in CRM
  • Staff identify what the issue is with the email (if possible) and edit the contact record

How To Handle Bounces Recommendation

  • We recommend having a stand-alone mailbox for bounce-back email processing because it will produce less time in processing emails

How to setup Bounce Back workflow engine mailbox and workflow engine type

  • Go to Admin > System Settings > Workflow Engine Mailboxes
How to handle Bounces
  • Click Create New Workflow Engine Mailbox
  • Put all of your mailbox information
  • Note: If you will use multiple mailboxes, set the name to Bounce Back so you easily identify what is the mailbox for a Bounce Back
How to handle Bounces
  • Click Save
  • Go to Admin > System Settings > Workflow Engine Types
How to handle Bounces
  • Click Create New Workflow Engine Type
  • Put all your Workflow Engine Type information
  • Note:
    • Do not forget to set the Workflow Engine Mailbox to the Bounce Back mailbox you created
    • Always be mindful of the Email To field because the system will get the domain of that email and use it as the receiver of the bounce back, in the image below the domain for the Email To field is (@mailtest.interactivepartners.com.au)
How to handle Bounces
  • Click Save

How to setup Bounce Back Site Settings (Retired)

/wiki/spaces/ANFBMS/pages/100180794

How to review the list of bounced emails

  • Go to Home > Settings > Bounces
  • A list of bounced emails appears. The default filter is 'Unresolved' to make staff easier for reviewing.
    How to handle Bounces
  • Click theHow to handle Bounces icon to go to the details page of a bounce
  • Click the How to handle Bounces icon to resolve a bounce.

How to review bounce emails for individual contact/ lead/ student/ tutor

  • Go to the details page of a contact/ lead/ student or tutor.
  • Navigate to the bounces tab
  • A list of bounce emails for this contact appears. The default filter is 'Unresolved' to make staff easier for reviewing
How to handle Bounces
  • Click the How to handle Bounces icon to go to the details page of a bounce
  • Click theHow to handle Bounces icon to resolve a bounce.

Bounce Back Handler Test Plan

Target release  
Epic  
JIRA issue ANFBMS-1059 - JIRA project doesn't exist or you don't have permission to view it.
Document status LIVE
Document owner Sang Nguyen (Unlicensed)
Developers Sang Nguyen (Unlicensed), Armando Pagkalinawan (Unlicensed)
Enter your name  

(Use @ above to add someone by name)

What are we testing

  • How to generate a bounce and how it is managed

Background and strategic fit

There are two kinds of bounce: hard bounce and soft bounce. The hard bounce is usually generated when the email to address is not existing

We will count the number of hard bounces of a contact, if it exceeds a limitation the contact should be unsubscribed and not sent any other email

Assumptions

  • There is a bounce-back mailbox with one bounce-back workflow engine type
  • The Bounce Back site setting is configured with the right information
  • We configured for the Max Hard Bounce Allowed in the Bounce Back site setting - this number has to be greater than Zero, if it is 0 the process of checking bounce number and unsubscribe contact will not happen
  • There is a contact with a nonexistent email address (for example armando.pagkalinawan123@interactivepartners.com.au)

    Requirements

      Test Steps (Step by Step keystrokes of the actual test) Expected Result Actual Result Test By (use @) Date Notes
    1 Go to the contact detail page of a contact who has a nonexistent email address and is not unsubscribed The contact details page with 2 tabs emails and bounces (e.g., https://bms.austnewsandfeatures.com/CRM/Contacts/Details/88453)      

     

    2 Click on the Adhoc email button at the top right corner to send an adhoc email for this contact Send Adhoc email window is displayed        
    3 Enter the email subject, email content (body), and click on send button

    An email queue is created for this contact

    See it in the email tab

           
    4 Wait until the next running time of the email-sending task and let the email be sent The email queue is marked as sent        
    5 Wait until the bounce-back email is generated and sent to the bounce-back mailbox If you can access the bounce-back mailbox you will see the bounce-back emails        
    6 Wait until the next running time of the workflow engine (email processing) task and the bounce back engine processes the bounce

    An hard bounce is created for this contact

    See it in the bounce tab

           
    7 Repeat the process above until the number of the bounce of the contact is greater than Max Hard Bounce Allowed in the Bounce Back site setting then refresh the contact details page

    The contact is unsubscribed

    See the Unsubscribed & Unsubscribed Date Time in the Communication section

           
    8 Click on the Adhoc email button at the top right corner to send another adhoc email for this contact Send Adhoc email window is displayed        
    9 Enter the email subject, email content (body), and click on send button

    The adhoc email cannot be sent because the contact is unsubscribed now

    An error message "Contact no longer wants to receive emails" is displayed