So, this is a short week, we were off Monday for a bank holiday and I could take Friday off as part of my Annual leave.
After trying to get an update on the Phone Number ticket that was given to me by Andre, I tried to get in contact with the person who made the ticket. In the end it didn’t even matter, I tried 3 sperate times and got no reply. I closed the ticket as complete.
After this I moved onto the farmhand issues regarding customer in different countries pay in euro currency. I began by looking into the different forms and how this could be done. After speaking with Jamie, we decided that the best way to resolve this was through a process. This wasn’t going to be overly complicated. After I got the fields to base the process on I wrote to Stephen from farmhand as I need his input on how we will figure out the currency, currently waiting on a response.
Then, we get back to the mailbox, this time with a twist. NTA wanted the outgoing mail to be sent with a different email address than the incoming was using. This was explained to me in a weird way and it would not be till the next day that I understood what they wanted. I continued and set up the incoming mailbox and it was sorted before I left.
I came in and started on the mailbox ticket, I had now got the case creation working which I had done plenty of times by now, however this outgoing part had me confused. I knew that emails were being sent to customer once the case had been created because I received it while testing out other mailboxes.
I continued with a document for Stephen, the purpose of this document was to make it easier for him to tell us how he wanted the offline mode to be filtered. This took a bit of time because I had to find all the fields relevant to the entity and categories each one.
I sent off this document that will hopefully help us when we get to a meeting with Stephen.
After this I received a similar ticket to the mailbox, Patrick wanted a mailbox with similar requirements. We investigated the outgoing option together and realised that the response is being sent through JavaScript.
I began the day by speaking with Karl regarding his mailbox ticket, I could close the ticket because the outgoing could not be done. It was part of the NTA contract that the JavaScript response to emails was there by default. Karl accepted this and told me to close the ticket.
From this point I continued with the farmhand offline ticket, there was still some entities that was not showing records. I went through the customization and set all the filters to blank, this is not an ideal way to do this however I am still waiting for Stephens response.
From here I re-created the mailbox, queue, auto creation rule and email router profile. The error that had been occurring beforehand was still there. At this point I think it’s a Trilogy error again. Later I spoke with Patrick on the phone regarding the issue and just waiting for Trilogy to get back.
