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:arsl...@arslist.org] On Behalf Of Brien Dieterle Sent: Friday, September 25, 2009 10:40 AM To: arslist@ARSLIST.ORG 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 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
