Accepting Problem Reports By Email

This section describes how you can use PR-Tracker to collect problem report data from customers by email.

First, you need to enable Read email to check for incomming problem reports option in Email Notification Setup dialog.

Included with PR-Tracker is the file EmailProblemReport.asp. This file is installed in the PR-Tracker\ASP directory along with prtracker.asp which is used as the interface for PR-Tracker Web Client. When EmailProblemReport.asp is hosted on your website, your customers can use it to enter problem reports by email. As Email Notifier is running, it will periodically download emails and enter those problem reports into the PR-Tracker database.

Modifying EmailProblemReport.asp

The EmailProblemReport.asp file shipped with PR-Tracker is a rough draft of the webpage you will ultimately need to collect problem report data from your customers.  Without modification, EmailProblemReport.asp will send the data to a mailbox where Email Notifier can get those problem reports and enter them into the DEMO project instead of the project you want it to. A minor change to the EmailProblemReport.asp is needed to help Email Notifier put data into the project you need. This change, along with other types of changes you will probably need to make are described below. We recommend that you copy EmailProblemReport.asp and modify the copy. This way the webpage with your modifications won't be over written when you upgrade to the next version of PR-Tracker.

To edit EmailProblemReport.asp, open the file using Windows Notepad, Visual Interdev, or any program which can be used to edit active server pages.

Change the default project

Locate the line of code where constant PROJECT_NAME is set. Note the value is set to """Demonstration Project""". Change this setting to the name of the PR-Tracker project that you want to record data in.

Changing the choices in the Product drop down combo box

Locate the lines of code where PRODUCT_CHOICE is set. Edit the PRODUCT_CHOICE(n) settings to be what you want them to be.  Once you have typed in your choices, resize PRODUCT_CHOICE be editing the DIM statement. Likewise, the default choice for the System field can be changed by editing OS_CHOICE.

Changing the default Priority

By default, problems report using EmailProblemReport.asp have a default priority of 2. To change the default setting, change the constant setting for DEFAULT_PRIORITY. You can change the default values for PR-Tracker fields Status, Problem Type and Method by changing the EmailProblemReport.asp constant settings for DEFAULT_STATUS, DEFAULT_PROBLEM_TYPE and DEFAULT_METHOD, respectively.

Setting values of PR-Tracker custom fields

Modifying EmailProblemReport.asp to set values of PR-Tracker custom fields is more complicated than all of the above requires an understanding of the format of .XML files which are used to store problem report data. You can inspect a .XML file with Windows Notepad or any other text file editor.

Part of the output of EmailProblemReport.asp for the email body message is constructed by function BuildPrData(). You will have to add a line of code to BuildPrData() for the additional custom field data. By tracing the use of variable strPrData through EmailProblemReport.asp, the other changes you need to make should be obvious.


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